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Description
As a PC Technician, you will be responsible for providing technical support and assistance to end-users regarding their desktops, laptops, and peripherals. You will troubleshoot hardware and software issues, perform repairs and upgrades, and ensure that users have the tools they need to perform their jobs efficiently. Your role will involve both remote and on-site support, with a focus on delivering excellent customer service and resolving issues in a timely manner.
Responsibilities:
Hardware Installation and Maintenance: Install, configure, and maintain desktops, laptops, printers, scanners, and other peripherals. Diagnose hardware issues, replace faulty components, and perform preventive maintenance to ensure optimal performance and reliability.
Software Installation and Configuration: Install, upgrade, and troubleshoot operating systems, software applications, and device drivers. Configure software settings and preferences according to user requirements and organizational standards.
Troubleshooting and Diagnostics: Respond to user inquiries and support requests regarding hardware and software issues. Use diagnostic tools and techniques to identify root causes, troubleshoot problems, and implement solutions in a timely manner.
Virus and Malware Removal: Detect and remove viruses, malware, and other security threats from infected computers. Install and configure antivirus software and security updates to prevent future infections and protect user data.
User Training and Support: Provide training and guidance to end-users on how to use desktops, laptops, and software applications effectively. Create documentation, tutorials, and FAQs to assist users in self-service troubleshooting and problem resolution.
Asset Management: Maintain accurate records of hardware and software inventory, including serial numbers, license keys, and warranty information. Track the lifecycle of IT assets from procurement to disposal, ensuring compliance with organizational policies and procedures.
Remote Support and Help Desk Ticketing: Provide remote technical support to end-users via phone, email, or remote desktop tools. Log support tickets in the help desk system, prioritize tasks, and escalate issues to higher-level support teams when necessary.
Documentation and Reporting: Document troubleshooting steps, solutions, and resolutions in the help desk ticketing system. Generate reports on support activities, ticket volumes, and resolution times to assess performance and identify areas for improvement.
Requirements
High school diploma or equivalent; Associate degree or technical certification in Information Technology or a related field is preferred.
Proven experience as a PC technician or in a similar technical support role.
Strong knowledge of desktop hardware, software, and operating systems (e.g., Windows, macOS, Linux).
Familiarity with networking concepts and protocols (e.g., TCP/IP, DNS, DHCP).
Excellent problem-solving and communication skills, with the ability to explain technical concepts to non-technical users.
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