Desktop Support Technician

SUMMARY: Candidates will be responsible for providing technical support, configuration and maintenance of workstation hardware and software. Candidates must also have experience with AD and an understanding of basic network infrastructures. Respond to incoming Help Desk tickets via phone, email, online or in person in a timely manner. Provides support and assistance by following problem determination procedures and processes, documenting problems and fixes in the ticketing system and escalates problems according to established protocols. The key success factor of this position is minimizing the downtime of user calls.

Primary Responsibilities:

Identify, research and resolve all technical issues

Perform workstation hardware diagnostics and repairs

Add and modify users in Active Directory and Microsoft Exchange Server

Troubleshoot third party applications

Troubleshoot user profile issues

Troubleshoot performance issues

Troubleshoot printing issues

Configure, network and share printers

Print server management

Manage users in hosted services (ie: Office 365)

Configure wireless access points and troubleshoot wireless connectivity

Know how to install routers, switches, and access points at customer location

Know how to troubleshoot internet issues such as packet loss, DNS issues, and service outages

Configure Microsoft Remote Desktop/Terminal Services and manage active sessions and users on a server

Troubleshoot file permissions issues

Troubleshoot performance issues that affect user experience

Document, track and monitor problems through our ticketing system to ensure a timely and complete resolution

Knowledge of: Strong working knowledge of Windows Operating Systems (Windows 8, 8.1, 10,11)

Strong working knowledge of Microsoft Office (2016,2019 & Office 365)

Excellent customer service skills over the phone, in person, or via email

Ability to follow through and make sure issues are resolved

Ability to quickly learn new skills and technologies

Ability to troubleshoot issues from the bottom up

Ability to stay on task and multitask with minimal supervision

Has or is currently working towards a Microsoft Certification preferred

Ability to: Re-image workstations as needed for program changes and system updates; Provide technical assistance and training to system users; Install, modify, and make minor repairs to personal computer hardware and software systems; Communicate and work well with peers across departments; and Prioritize work.

EDUCATION and/or EXPERIENCE: Bachelor’s degree from four-year College or university preferred and/or at least 1-2 years’ experience in the field. Must complete A+ certification within 3 months of employment.

SUPERVISORY RESPONSIBILITIES: This job has no supervisory responsibilities.

LANGUAGE SKILLS: Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to effectively present information to top management, public groups, and/or boards of directors.

MATHEMATICAL SKILLS: Ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

REASONING ABILITY: Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

CERTIFICATES, LICENSES, REGISTRATIONS: Valid driver’s license or other Government issued ID

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is required to regularly communicate either by speaking or listening. The employee is required to sit for long periods of time and use their hands to handle or control. Occasionally, it may also include physical tasks that require substantial movements like reaching out for things. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance