Desktop Support Technician


Encore Technologies

Desktop Support Technician Chicago, Il

Desktop Support Technician – Workspace Onsite IT

Minimum Knowledge, Skills and Abilities Required:

Associates Degree and/or 2+ years equivalent work experience in the technology support field.

Experience with hands-on and remote technology hardware support, including hardware repair

and replacement desired. Ability to travel locally to various worksites required. Skilled at

providing excellent customer service interactions in addition to technical support.

Any experience with Apple hardware, including Apple Device Support certifications, a major

plus. CompTIA A+ and/or HDI Desktop Advanced Support Technician certifications highly


Core Function:

The Desktop Support Technician plays a significant role in Encore Technologies’ Workspace

Services Onsite IT offering. Desktop Support Technicians provide a combination of local,

hands-on support as well as remote support for clients with a dispersed user base. This support

is focused on IT hardware and software across Windows and Apple/MacOS ecosystems.

Desktop Support Technicians also execute IT hardware lifecycle activities including imaging,

deployment, retrieval, repair, and more. This role works in varied environments and may require

local vehicle travel from one worksite to another on a frequent basis.

Essential Duties & Responsibilities:

The duties listed below are intended only as illustrations of the various types of work that may

be performed. The omission of specific statements of duties does not exclude them from the

position if the work is similar, related or logical to this position.

Provide exceptional customer service to our clients/customers.
Complete project- and/or ticket-based work that is assigned on a regular basis.
Troubleshoot, diagnose, and resolve technology issues including those related to application, I/O, hardware, and more.
Collaborate with teammates and client points-of-contact to ensure work is done effectively and efficiently.
Perform hardware lifecycle activities including imaging, deployment, maintenance, retrieval, repair, and disposal as        appropriate.
Work with users across a wide variety of environments including office space, manufacturing facilities, and remote work locations, with minimal impact to quality of service delivered.
Participate in training to grow and improve skill set.
Interact and liaise with internal leadership on escalations and service improvement objectives.
Work with frequent minimal supervision in a productive and professional manner.

Supervisory Responsibilities: N/A

Physical and Mental Demands:

The physical and mental demands described here are representative of those that must be met

by employees to successfully perform the essential functions of this class. Reasonable

accommodations may be made to enable individuals with disabilities to perform the essential


Physical Demands

While performing the duties of this class, employees are regularly required to sit; talk or hear, in

person and by multimedia; use hands to handle, feel or operate standard office equipment; and

reach with hands and arms. Some ability to handle fine/delicate parts or hardware may be

required. Employees are frequently required to walk, stand and move about to accomplish

tasks, particularly for long distances or moving from one work site to another. Must have the

ability to ascend and descend stairs. Specific vision abilities required by this job include close

vision and the ability to adjust focus. Employees must be able to lift up to 50 LBS.

Mental Demands

While performing the duties of this class, employees are regularly required to effectively use

written and oral communication skills; read and interpret data, information and documents;

analyze and solve problems; use math and mathematical reasoning; learn and apply new skills

and information; perform highly detailed work on multiple, concurrent tasks; and interact with

colleagues, Clients and Vendors. Employees must maintain composure in a fast paced, high

quality environment where personal and team accountabilities are the defining factors.

General Office Environment

Work varies greatly in nature, with extended periods of both mobile and sedentary work, and

may require standing and walking for up to 55% of the time. Work is generally performed within

an office environment, with standard office equipment available.

Encore Technologies is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce.

Tagged as: Desktop Support Technician