Desktop Support Technician

GTS seeks a skilled and motivated Desktop Support Technician to join our Managed Services team. The ideal candidate will provide technical support and assistance to end-users, ensure the smooth operation of IT infrastructure, and maintain computer systems. Work includes, but is not limited to, problems with workstations involving PC hardware or software, networking, Active Directory, mobile devices (Apple), and other IT-related issues. This role is crucial in helping our organization maintain productivity through effective troubleshooting and support., * Creates a positive customer support experience and builds strong relationships through prompt and clear communication, deep problem solving and timely resolution or escalation of end user issues.

• Addresses and resolves incidents and requests; properly logs all incidents and requests; engages appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility. Documents resolutions and updates self-help and staff knowledge bases.
• Analyzes and resolves incidents and requests regarding use of application software or hardware.
• Grows general knowledge of current corporate, division, and facility-specific products, increasing ability to resolve requests.
• Adheres to and supports ITIL standards, policies, and procedures.
• Maintains and protects confidentiality regarding all aspects of customer and employee information.
• Hardware support to include but is not limited to break/fix, deployment and decommissioning of desktop PC’s, laptops, tablets, mobile devices, printers and various location specific equipment.
• Installations to include but not limited to Microsoft Office, Adobe Suite, Service Now, proprietary systems, and other location specific software.
• Maintain a high degree of customer service for all support queries, ticket response urgency, and adhere to all Service Level Agreements (SLA’s).
• Provides after hours and on-call support as needed.
• Performs other related duties as assigned.

Do you have a valid Driver’s License license?, Do you have experience in HIPAA?, Do you have a Bachelor’s degree?, * Excellent verbal and written communication skills.

• Excellent interpersonal and customer service skills.
• Ability to explain technical issues to technical and non-technical staff and customers.
• Strong analytical and problem-solving skills.
• Superior understanding of computer and networking hardware and software systems.
• Ability to thrive in a team-oriented environment.
• Excellent time management skills.
• Proficient with Windows Operating Systems, Active Directory, and Microsoft Office Suite.
• Proficient with or the ability to quickly learn a broad array of systems hardware and software.
• Ability to upgrade or repair customer standard computer components such as motherboards, monitors or RAM.

Education and Experience:

• A bachelor’s degree in computer science, related field, or equivalent work experience is preferred.
• A+ certification (preferred)
• Technical Support: 2 years (preferred)
• Competency in call center tracking tools.
• Certifications by manufacturer or product a plus., · Must pass a Criminal Justice Information Systems (CJIS) background check upon hire.

· Must have a valid TX driver’s license and clean driving record.

· An appropriate level of technical training will be required each year.

· Must maintain required compliance training in subjects such as HIPAA, Cybersecurity and PCI.

Physical Requirements:

· Periods of sitting at a desk and working on a computer

· Must regularly lift and/or move up to 35 pounds and occasionally up to 50 pounds

· Local travel to customer sites using personal vehicle

· Occasional statewide or out of state travel required for conferences and company events using personal or company provided vehicle

· Frequently required to walk, sit, use hands

· Ability to use standard computer repair tools such as drills, screwdrivers, etc.

· Ability to stand and stoop, kneel, crouch, crawl or climb stairs

Pulled from the full job description

• Health insurance
• Dental insurance, As part of our hiring process, we conduct background checks on all final candidates. These checks are conducted in compliance with the guidelines set forth by the U.S. Equal Employment Opportunity Commission (EEOC). We ensure that the information obtained from background checks is used fairly and does not unlawfully discriminate against any individual.

Pay: $23.00 - $24.00 per hour

Benefits:

• Dental insurance
• Health insurance