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Desktop Support Technician

Company Name:
Brooksource
Desktop Support Tech
Brooksource is searching for a Desktop Support Tech with a client of ours located in the West Bend, WI area. This individual will be responsible for providing desktop support for internal staff as they look to upgrade their current operating system. The Desktop Support Tech will be working alongside internal staff - customer service and superb communication skills are critical for success in this role.

Position Responsibilities Include:
Provide desk side support, resolution and escalation for users who are reporting an Incident, Problem or Service Request while maintaining set service levels.
Perform question/problem diagnosis for the following: hardware, software and applications issues.
Communicate technical solutions to end users as well as provide one-on-one training for end users.
Appropriately determine when to escalate to the next level of support.
Draft and update departmental documentation, process documentation and Knowledge Base Maintenance.
Investigate issues for root cause solutions to increase First Call Resolution and provide long-term solutions. Participate in Window's software pushes and hardware deployments.

Looking for individuals with:
Experience building and supporting PCs.
Experience providing Remote Support.
Windows XP to Windows 7 rollout experience is preferred.
Providing technical support for Windows environments, including MS Office.
2 or more years of experience in the Information Technology industry.
Strong written and verbal communication skills and the ability to work well with end-users at all levels throughout the organization.
Analytical and problem solving skills.
Ability to work in a team-oriented, collaborative environment.
Understanding of the IT environment including hardware, software, and PC networks.

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