Purpose of Functional Assignment:
Facility Desktop Support Technicians install, maintain, and troubleshoot all Information Technology (IT) equipment related to computers, scanners, label printers, medication carts, Workstations on Wheels (WOWs), and associated peripherals. They also assist the IT Asset Manager with departmental asset management.
Examples of Typical Tasks:
1. Diagnoses and resolves hardware and software issues on desktops, laptops, and peripheral devices.
2. Analyzes complex technical problems and implements effective solutions.
3. Troubleshoots network connectivity issues.
4. Provides technical assistance to end-users via phone, email, or in person.
5. Walks users through problem-solving steps.
6. Offers clear and concise explanations of technical issues.
7. Installs, configures, and upgrades operating systems, software applications, and hardware components.
8. Maintains and repairs computer equipment.
9. Manages software licensing and updates.
10. Manages and prioritizes support tickets through ServiceNow.
11. Documents all support activities and resolutions.
12. Completes user follow-ups to ensure issue resolution.
13. Maintains an accurate inventory of hardware and software.
14. Provides on-site technical support to users, addressing questions and issues related to AV systems for the network.
15. Performs other duties as assigned or required.
