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Desktop Support Technician

Department: IT
Status: Full Time
Location: Rock Hill, SC

Job Description

Perform any necessary diagnostic evaluation of the problem through contact with the user, (either via phone, e-mail, or in-person) and/or use of special tools, such as remote access technology (VPN). Performa diagnostic, troubleshoot and fix RF guns and related infrastructure. Able to set up, troubleshoot and repair shipping/metering stations (scales, scanners, label printers). Able to set up, troubleshoot and repair green terminals and IBM AS400 client. Manager the client expectations throughout solution process, setting realistic promise dates and updating the client as appropriate. Log efforts towards resolution and contacts with the client in the designated ticketing system. Inform the customer at the conclusion of the solutions process that the issue is resolved. Pursue personal training to develop the necessary skills to provide adequate support in West Marine's environment. Meet the service level targets for both contact and resolution for all incidents in the Desktop Support Technician's assignment queue. Be willing to cross-train and rotate job functions to gain a wider support perspective and breadth of expertise, and to provide the Help Desk with more flexibility in meeting support needs. Provide support in the form of training or documentation solutions to the Help Desk. Identify the types of information needed to facilitate resolution by Desktop Support, ongoing documentation of support and resolution activities.


  • 3+ years PC support experience in an enterprise environment (internetworking and Active Directory authentication).
  • 5+ years experience with Windows Operating Systems (XP and/or Windows 7).
  • 5+ years experience with MS Office applications (2003, 2007 and 2010).
  • 3+ years supporting Microsoft Outlook in an enterprise MS Exchange environment.
  • 2+ years experience with RF gun technology.
  • Must possess advanced hardware and software troubleshooting skills.
  • Must possess working experience of network-based laser printers and Zebra label printers.
  • Must possess excellent analytical, logical and time management skills.
  • Must possess strong oral communication skills, and be able to understand technical jargon as well as communicate without it.
  • Must be able to deal effectively with angry and frustrated customers.
  • Must be able to prioritize their workload to maximize the attainment of service level targets on callbacks and resolution.
  • Must be able to use the IT knowledge base and other specialized tools to supplement their own abilities and increase their success rate in problem resolution.
  • Prior experience with Distribution Center conveyor systems is a plus.
  • Prior experience with Voxware voice picking and ShoreTel phone systems is a plus.
  • Prior experience with Cisco switches is a plus.
  • Bachelor’s degree in an IT field highly desired.
  • Microsoft and/or ITIL certifications highly desired.


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