Desktop Technician

The role of the Desktop Technician is to provide the first line of technical support for all staff in Mouser Electronics. The Desktop Technician is responsible for routing and/or resolving support requests as well as meeting customer satisfaction and continuous service delivery demands. The technician will be required to provide services through e-mail, phone, chat, in person (for walk-in users) and remote assistance.

Diagnose and resolve software and hardware related incidents, including operating systems (Windows and Mac) and across a range of software applications.

Strong knowledge of IT standard processes and business applications

Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams when necessary.

Provide technical guidance to their peers in areas they have achieved mastery, to maintain a consistent experience for the end users.

Maintain excellent verbal communication skills with the ability to communicate effectively with technical/non-technical colleagues at all levels in the organization.

Create, publish, and maintain relevant support documentation to assist all staff in the quick resolution of their incidents/service requests and enable users to become more self- sufficient.

Assist all users with any logged IT related incident when called upon.

Accurately record, update and document requests using the IT service desk system

Escalate incidents and requests to other support teams as necessary.

Exhibit a flexible approach to working on a rotational basis and provide necessary cover where needed.

Suggest ideas, take lead on projects, and provide technical solutions to new issues.

Working knowledge of Microsoft Windows and Mac client operating systems

Knowledge of ticketing tools, Citrix, MS Office, Active Directory, and VPN

Knowledge of printers, scanners, and copiers

Knowledge of networking systems

General hardware and software troubleshooting skills

Bachelor’s degree in computer science or related field

This is a summary of the primary accountabilities and requirements for this position. The company reserves the right to modify or amend accountabilities and requirements at any time at its sole discretion based on business needs. Any part of this job description is subject to possible modification to reasonably accommodate individuals with disabilities.

Mouser Electronics, founded in 1964, is a globally authorized distributor of semiconductors and electronic components for over 1,200 industry-leading manufacturer brands. We specialize in the rapid introduction of the newest products and technologies targeting the design engineer and buyer communities.

Mouser has 28 offices located around the globe. We conduct business in 23 different languages and 34 currencies. Our global distribution centre is equipped with state-of-the-art wireless warehouse management systems that enable us to process orders 24/7, and deliver nearly perfect pick-and-ship operations.