Desktop Support Technician

• Installs, modifies, and makes minor repairs to computer hardware and software systems.

• Resolves tickets representing staff-generated technical requests or incidents and troubleshoots technical issues to maintain productivity.

• Maintains system functionality by testing computer components.

• Helps design and implement networks.

• Consult with users to determine appropriate hardware and software needs and assist in placing orders.

• Maximizes computer systems capabilities by studying technical applications and making recommendations.

• Tests compatibility of new programs with existing ones.

• Gathers data to identify and evaluate technical purchasing options.

• Confirms program objectives and specifications by testing new programs, comparing them with established standards, and making modifications.

• Evaluates vendor-supplied software by studying user objectives and testing software compatibility with existing hardware and programs.

• Installs software and necessary applications.

• Trains users on new software in person or through a variety of tutorial channels, including self-guided training videos, user manuals, and digital instruction pages, often in collaboration with technical writers.

• Maintains system capability by testing computer components.

• Document assets, updated inventory list. Ensure workstations meet compliance.

• Keeps up to date on technical advancements by attending educational workshops, reviewing professional publications, and participating in professional societies.

• Prepares reference material for users by drafting operation instructions.

• Deliver proactive administration and support by performing tactical and strategic network projects, administration, and support activities locally and remotely, ensuring data and network security.

• Other duties as assigned.

• This role requires punctuality, good attendance, and the ability to focus on the work at hand during sometimes stressful situations and times with there are multiple priorities.

• Follow standard practices and safety procedures.

• Strictly adhere to all safety policies and procedures to ensure a safe working environment.

Required:

• Associate degree or above in computer science, information systems, or related field

• Prior experience working on a Helpdesk, in IT, or similar technical function.

• A+, Security +, or another field related certification

• Experience in CMMC, NIST Compliance or other regulated industry.

• Excellent problem-solving and troubleshooting skills.

• The ability to communicate technical information in an accessible manner to non-technical employees.

• A process improvement mindset.

• Software maintenance and testing capability.

• Vendor relations.

• Basic knowledge of networking principles and operating systems.

• Ability to effectively prioritize and execute tasks in a high-pressure environment.

• Customer-service focus and excellent communications skills.

• Collaborative mindset.

• Hands-on problem-solving ability

COMPETENCIES:

• Excellent communication and collaboration skills.

• Strong attention to detail

• Strong problem-solving and critical-thinking abilities.

• Ability to work in fast-paced environments.

• Leadership or teamwork abilities.