Desktop Support Technician

Under general supervision, the Desktop Support Technician responds to user inquiries and requests for assistance in operating the Company’s computer systems and applications software. Employees in this job class work directly with customers and users to define, analyze and resolve system and network problems of up to moderate complexity; for example, network outages, computer/system outages, or desktop and telecom equipment replacement. This job requires intermediate technical skills, business and user level knowledge of the systems and applications supported, and the ability to gather information, assess problems, and work with users and other IT staff to efficiently resolve issues and minimize down time.

TYPICAL DUTIES: 1.

• Serves as designated support or customer contact for responding to user-level issues regarding systems of moderate complexity and/or a limited number of systems of higher complexity. 2.

• Provides telecom and remote access support to clients; responds to inbound requests and moderately complex issues regarding troubleshooting, configuration, and repair related to networking, hardware and software operations. 3.

• Interviews users to obtain pertinent information, analyzes problems for probable causes, and tests possible solutions. 4.

• Logs and properly queues incoming support requests in ticketing system. Escalates and manages tickets to assure timely resolution, and thoroughly documents steps taken. Keeps track of all tickets worked on and annotates accordingly. 5.

• Troubleshoots and repairs personal computers and peripheral equipment, and provides on-site troubleshooting and repair of client networks and computers. 6.

• Participates in documenting departmental policies and procedures. 7.

• Participates on system implementations at new site builds. 8.

• May provide support for purchasing telecom accessories; 9.

• Conducts billing on wireless devices and performs periodic inventory audit of all computer and telecom systems. 10.

• Maintains understanding of business processes supported, and ensures policies and regulations are followed. 11.

• May require working shifts outside of normal business hours. 12. Performs other duties and special projects as assigned.

• One or more years of desktop and systems support experience in diverse IT environments;

• Excellent troubleshooting skills, especially for Windows and wireless devices;

• Experience using remote desktop tools.

• Understanding of database structures and SQL;

• Knowledge of and skill to operate the applications supported, which include SQL Queries, Windows, Outlook and Microsoft word, Excel, Access, and PowerPoint;

• Familiarity with ERP Systems preferred;

• Initiative and follow-through, including the ability to complete an assignment from start to finish and provide follow-up and documentation;

• Strong problem solving and analytical skills;

• Ability to communicate effectively and respond to questions and requests;

• Effective written communication skills using appropriate business English;

• Computer literacy to use business software, the Internet, enter data/retrieve data;

• Human relations skills to build effective working relationships;

• Demonstrated customer service, problem solving and common sense skills.

EDUCATION REQUIREMENTS:

Associates

High School Diploma or GED, Employees must have the ability to perform the following physical demands for extended periods of time with or without assistance:

• Viewing computer screen/monitor

• Utilizing keyboard

• Answering phone/making calls

PRIDE Industries is a fast-paced company with a mission: To Create Jobs for People with Disabilities while providing high quality, value-added solutions to our nationwide customers. We are currently recruiting to fill the following position