IT desktop Support Technician

PRIMARY FUNCTION

Under the direction of the IT Manager, the IT Desktop Support Technician will provide technical assistance to our users by installing, upgrading and troubleshoot hardware and software systems.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Assist with the planning, implementation, maintenance, and documentation of all facets of reliable, efficient, integrated computer information networks.
• Aid and training all members in the use of our computer network and workstations.
• Assist with the management of the company communications and information hardware and software, with primary responsibility for mobile devices and computer systems, and their efficient integration.
• Provide helpdesk support, via phone, computer, in person, and through our ticketing system, for most issues related to desktop software, hardware and peripherals.
• Work within our ticketing system to create detailed work logs and technical documentation.
• Use appropriate communication and documentation to inform the team of important issues and information which will help improve team performance. Inform and coordinate with Operations and other computer users of procedures that would interrupt, affect, or interfere with their work.
• Escalate issues to Tier 2 as needed, as well as set customer expectations for follow-up (i.e. when to expect a follow-up contact and by whom).
• Participate in the on-call rotation as agreed by the Tier One Support team. When on call, be prepared to always address technical issues.
• Maintain good working relationships with all cooperative workers.
• Treat co-workers and members with respect and courtesy.

SUPERVISORY RESPONSIBILITIES

n/a

QUALIFICATIONS

• Associate degree or 1 year of helpdesk work experience, required.
• CompTIA A+, CompTIA N+ will be a plus
• Strong customer support skills
• Excellent written and verbal communication skills
• Problem-solving ability to diagnose and resolve basic technical issues.
• Demonstrates eagerness to learn and flexibility with the ability to multi-task.
• Possess attention to detail and follow-through.
• Ability to be flexible, multi-task and organize priorities in a fast-paced work environment, while maintaining a high level of focus and accuracy.
• High level of professionalism and ability to maintain confidentiality.
• Able to lift at least 50 pounds.
• Schedule is on day, however flexible schedule is preferred as well.

EXPERIENCE

• Knowledge of LAN, WAN, ISP, and Wi-Fi Network infrastructure.
• Familiarity with general Operating Systems and Office applications.
• Knowledge in Antivirus and End Point Solutions.
• Ability to analyze and troubleshoot user breakdown calls.
• Exposure to Vendor Management Basic knowledge in Active directory, DNS and DHCP.

LICENSURE:

• A plus to have one of bellow certificates:
  1. CCNA
  2. CompTIA Net+
  3. CompTIA Security+

KNOWLEDGE, SKILLS, AND ABILITIES

• Drives Performance: Holds self and others accountable for the achievement of performance expectations. Creates an environment that enables others to perform at their best.
• Acts Decisively: Makes and acts on decisions quickly and effectively and fosters the same in others. This is based on an underlying courage to enable risk-taking for the business.
• Project Management: Ability to manage, prioritize and lead numerous projects simultaneously.
• Impactful Insights: Demonstrates ability to pull together insights from a variety of sources and develop strategic guidance for brand teams that result in a business decision or action
• Collaboration: Demonstrated communication and teamwork skills; ability to gain consensus and act within a matrix team environment; ability to work in a collaborative and influencing fashion that drives to business action.

TYPICAL WORKING CONDITIONS

• Works in a typical office environment with a possibility of working remotely.
• Incumbent must be able to operate a computer.
• Lift/carry 10lb. or less, push/pull 12lbs. or less.
• Stooping, bending, stretching, and reaching outward and over their head.
• This position may require long periods of sitting, standing, and walking.
• Personal Protective Equipment (PPE) when necessary.
• May require travel.