Desktop Support Technician

Responsible for providing a regional point of contact for all internal end-users to receive support and maintenance within the organization's desktop computing and telephone system environment. Areas of responsibility include, but are not limited to, installing, diagnosing, repairing, maintaining, and upgrading all PC hardware/software and the desktop telephone equipment to ensure optimal user performance. The Desktop Support Technician person will also troubleshoot problem areas (in person, by telephone, video call, or via e-mail) in a timely and accurate fashion and provide end-user assistance where required. Requirements

• Perform on-site and remote analysis, diagnosis, and resolution of desktop and telephone problems for end-users and implement corrective solutions.
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related software, and telephone equipment in order to deliver required desktop service levels.
• Collaborate with the Information Technology team to ensure efficient operation of the company's desktop computing environment and telephone systems.
• Receive and respond to incoming calls and/or e-mails regarding problems with desktop computers and desktop telephone systems.
• Perform moves, additions, and change requests for desktop computers and telephones as they are submitted.
• Provide accurate and timely documentation of all desktop and telephone-related issues and resolutions of such problems.
• Assist in the maintenance of all desktop and telephone equipment inventory.
• Interface with multiple departments and levels of management.
• Setup/Configure and inventory user mobile devices.
• Maintains professional and technical knowledge by attending educational workshops, webinars, or online content relevant to daily duties.
• Travel to Tilson offices throughout the state as necessary.
• Effectively communicate in English.
• Perform additional duties as assigned to support all departments in the company.

Critical Competencies and Skills:

• Knowledge and experience supporting Microsoft Windows Operating Systems.
• Knowledge and experience supporting Microsoft Office Applications.
• Strong Hardware/Software troubleshooting skills.
• Strong problem-solving skills.
• Ability to work in a team with minimal supervision.
• Ability to independently learn new skills and apply the skills in the environment.
• Working knowledge of network protocols and equipment a plus.
• Prior experience with running and terminating Cat 5, Cat 6 cabling a plus.
• Experience installing wall jacks for cat 5 cabling which may include cutting into drywall a plus
• Proficient with iOS and smartphone troubleshooting.
• Strong analytical and organization skills.
• Strong communication and client skills are required.
• Self-starter and ability to work independently.
• Perform other duties as required by management.
• Proficient with iOS and smartphone management and troubleshooting, experience with a Mobile Device Manager a plus.

Experience:

• Must be familiar with desktop hardware and operating systems such as Windows 10.
• Understanding of technology developed through real-world experience in a variety of settings.
• Experience with Apple Care a plus.
• Experience terminating cat 5/6 in a Patch Panel a plus.
• Experience with Microsoft Active Directory, DNS, and DHCP
• Experience with VMWare a plus.
• Experience with Cisco networking and unified communications a plus.
• Experience with Microsoft Exchange and Office 365 a plus.
• Experience with Microsoft Active Directory and Intune usage and administration a plus.

Education:

• High School Diploma or equivalent required.

Physical Requirements:

• Ability to lift 50 lbs., server chassis and SAN equipment, as well as printers, may need to be moved to accommodate office moves or equipment replacements, workstation UPS' that have failed will need to be swapped.
• Finger dexterity is required to operate a computer keyboard.
• Must have the hand/eye coordination necessary to operate office business machines (calculator, phone, fax, copier, etc.) and a personal computer.
• Hearing and speech sufficient to verbally communicate in person and on the telephone.
• Mobility to frequently alternate between sitting, standing, and moving about the facilities.