Job Title:
Desktop Support Technician I
Department:
Information Technology
Reports To:
IT Site Manager
FLSA Status:
Salary
Location: On-site in Norton, Virginia
Position Summary: EarthLink, a leading provider of Internet Services, is looking for a versatile and experienced Desktop Support Technician I for our Norton Call Center. The Desktop Support Technician is responsible for day-to-day desktop support for users, including troubleshooting issues with workstations, printers, conferencing equipment, and other peripherals. Successful candidates will have a diverse technical background, great customer service skills, and the ability to learn and thrive in a dynamic environment.
Essential Duties and Responsibilities: To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Timely identification and resolution of local and remote employee technical support needs, including workstation hardware, software, network, telephony, peripheral, and other service issues.
- Perform builds, installations, upgrades, moves, and changes to workstation hardware, end-user software, printers, mobile devices, and other peripheral devices.
- Provisioning, on-boarding, and orientation of new employees.
- Assist users in the adoption of company-provided applications and problem-solving for application issues.
- Provide support for Microsoft 365 services, including Outlook, Teams, OneDrive, and other collaboration technologies.
- Provide support for Microsoft Entra ID user administration activities, including password resets, account troubleshooting, and MFA support.
- Develop and maintain instructional material, knowledge base articles, and self-service resources for end users.
- Provide end-user technical training and guidance on company-provided technologies and security best practices.
- Management of IT inventory, supplies, and asset lifecycle activities including receiving, deployment, tracking, recovery, and disposal of company equipment.
- Monitor, maintain, and configure shared office equipment, including printers, scanners, A/V equipment, and conferencing systems.
- Provide support for approved corporate activity on mobile devices, including iPhone and Android devices.
- Perform basic endpoint management activities utilizing company-approved endpoint management solutions, including monitoring endpoint health and assisting with patching, software deployment, antivirus, encryption, and other endpoint security-related activities.
- Support local security systems, including badge readers and security cameras.
- Provide smart hands support for network and other installed equipment such as switches, wireless access points, badge readers, security cameras, and smart TVs.
- Perform basic troubleshooting of wired and wireless networking, VPN connectivity, and related end-user connectivity issues.
- Coordinate with IT vendors for routine and emergency maintenance of on-site equipment and devices.
- Support disaster response and business continuity efforts.
- Participate in occasional after-hours maintenance activities, technology deployments, upgrades, and support efforts as required.
Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Required qualifications include:
Proficient (3+ years) in technical and desktop support delivery in a corporate environment, including but not limited to:
- Workstation imaging, deployment, upgrades, and maintenance.
- Windows, macOS, and Microsoft 365 administration and troubleshooting.
- Basic collaboration technology support such as Zoom, Slack, Google Meet, Teams, etc.
- Basic identity management support such as MS Entra, Google Business, etc.
- Mobile device support and troubleshooting.
- End-user technical training.
- Fundamentals of networking and troubleshooting, including physical network infrastructure, wireless networking, VPN connectivity, and client OS configuration.
- IT asset inventory and lifecycle management.
- Basic endpoint security concepts including patch management, antivirus/EDR solutions, encryption technologies, and security best practices.
- Experience with AI as an end user.
Education/Experience: Bachelor's degree in Computer Science or related field with a minimum of 3 years of experience in an IT support role or an equivalent combination of education and experience.
Supervisory Responsibilities: None.
Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. This job operates in a professional office environment and routinely uses standard office equipment such as computers and phones.
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This position requires the ability to occasionally lift office products and supplies up to 20 pounds.
The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.
