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Desktop Support/Help Desk Technician

Position Purpose

The Desktop Support Engineer/Help Desk Technician will be responsible for daily resolution of end user support requests and setup, repair, and troubleshooting of end user computing systems and peripherals. 

Job Description

A)  Helpdesk

  1. Directly resolve end user hardware and software issues 
  2. Communicate with users from acceptance to completion of tickets
  3. Adhere to company IT policies 
  4. Reach out to senior IT staff for guidance on higher level issues

B)  Hardware

  1. Setup and configure new systems following Quarto setup documentation
  2. Troubleshoot and repair software and hardware issues
  3. Install software
  4. Keep operating systems, software, and drivers updated
  5. Inventory new systems and manage excess systems and peripherals

C)  Communication

  1. Keep users appraised of status of tickets and system repairs
  2. Advise manager and senior IT staff of end user policy violations
  3. Offer suggestions to reduce recurring issues or improving end users computing experience
  4. Ask for help – report unresolved issues and ask senior IT staff for help when necessary

D)  Security

  1. Keep users and IT passwords confidential
  2. Do not install software that is unlicensed or not previously approved by IT Management
  3. Do not connect users personal systems to corporate network

E)   General

  1. Research and troubleshooting software and hardware issues
  2. Weekly scheduled visits to second Islington office
  3. Based at our head office in Islington London
  4. Full time (37 hours per week)
  5. Resolution of malware/antivirus infections
  6. Network connectivity troubleshooting
  7. Occasional day travel to Brighton for projects or emergencies

Position Specifications

A)  Minimum Skills, Knowledge & Abilities

Required

  • Good communication skills
  • Up-to-date technical knowledge
  • An in depth understanding of the software and equipment our company are using
  • Good interpersonal skills.
  • A technical, logical thought process
  • Problem-solving skills
  • An ability to stick to strict deadlines
  • An ability to prioritise

B)  Education and Experience

Required

  • Degree in a computer science-related field and/or two to three years of experience 
  • Experience supporting PCs and MACs in an Active Directory environment
  • Experience researching and troubleshooting software and hardware issues
  • Experience with Network connectivity troubleshooting 
  • Experience of resolution of malware/antivirus infections

The preceding document is intended to describe the general nature and level of work required of people assigned to this job.  It is not intended to be an all-encompassing list of responsibilities, duties and skills.

Please send all applications be sent to Mark.Bergerson@quarto.com.

Desktop Support/Help Desk Technician

Quarto Group, London
Contract, Part-time, Temporary
Publisher
Helpdesk, Support, IT