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Desktop Support Technician

Bethany J Plaza LLC Madison, AL

  • Posted: over a month ago
  • $20 to $25 Hourly
  • Contractor
Job Description

Provides first-line support for moderate complexity IT issues within a call center site. It will involve troubleshooting of IT hardware and software in the site and troubleshooting for other service lines. This job will require the technician to physically move or rack devices in the site. There will be after hours on-call rotational support needed as well. Individual will be responsible for chat support, also.


• Moderate skill level in troubleshooting of IT hardware within the site

• Moderate skill level in troubleshooting of software used within the site

• Compliance to all required security, patching and antivirus updates

• Adherence to documented processes & procedures

• After hours support will be needed to support outages, changes, and project work

• Physical movement of devices is required

• Escort of vendors & facilities contractors entering IT-only areas


• Must be able to troubleshoot moderately complex IT issues with PCs, laptops, monitors, keyboards, mice, phones, printers

• Must be able to provide hands and feet support for other service lines and provide technical information back to network, server and voice teams (such as ping, tracert, cable tracing, device status)

• Must be able to image PCs using SCCM tool

• Must be able to troubleshoot basic to moderately complex software issues within the site

• Must have an understanding of how to use and troubleshoot Office 365, ServiceNow, SCCM, Active Directory, Windows 10

• Must ensure all PCs and laptops remain compliant with security, patch and antivirus updates

• Must respond to and complete IT help tickets in a timely manner and escalate more complex issues to Sr Associate, Tech Lead or Supervisor

• Must be able to follow documented processes and procedures, but make suggestions for improvement if better ideas come to mind

• Must complete site health checks as required

• Must keep the EUS SharePoint site & other documentation updated

• After hours/weekend/holiday support will be required for oncall rotation, change request support and project request support

• Physical movement of PCs, monitors, phones will be required, as will receiving and racking network, server and voice devices

• Must occasionally escort vendors or facilities into IT-only rooms


• 5 years of related experience

Knowledge, Skills and Abilities:

• Must possess excellent customer service skills

• Must possess good communication skills – speak and write articulately

• Must be professional in the event of an executive or client visit

• Must be able to judge & communicate potential risks or issues as they arise – see something, say something

• Must have a teamwork attitude

• Must partner with other departments to establish a positive work environment

• Must be able to work under pressure and adapt – short deadlines, late requests, new requirements

• Must be able to accept and adapt to rapid change in the IT environment

• Act with ownership, accountability, honesty and urgency
Related keywords: information technology, it support, it, desktop support, help desk, desktop support technician, technical support

Bethany J Plaza LLC


Madison, AL



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