Desktop Support Technician #1022425

Our IT Support Specialists provide a central focal point to resolve problems for internal/external customers related to personal computers, network operating systems, server access, software applications, and telecommunications. Track, research, diagnose and fix problems in a timely manner to minimize customer down time. Provide quality customer service and technical support for all customers.

This position is on-site at our Meridian, Idaho campus, Monday-Friday 7am-4pm (40 hours), * Ensure timely recognition, isolation and resolution to support calls from Client employees and prioritize calls to ensure proper resources are assigned and downtime is minimized.

• Coordinate escalation of problem resolution with customer and responsible party (or parties).
• Report violations of company or department standard procedures/policies to management.
• Maintain knowledge base for resolutions to common problems and support documentation for IT systems.
• Act as a resource for other departmental desktop support specialists.
• Provide technical support to questions from customers, to include but not limited to the following: personal Computer (PC) hardware issues, laptop and/or iPad issues, inquiries related to network security, customer questions on specific PC-related software products, and telephone related issues.
• Manage and maintain issue/problem tracking application and work center documentation.
• Oversee maintenance of the system configuration database for all PC hardware and printer changes.
• Act as liaison between IT and all levels of the organization, including senior management as needed.

Required Experience: 1-2/+ years relevant experience, such as problem/issue tracking application, working with microcomputers, WAN and LAN equipment, etc., as well as:

• Provides support to employees or internal customers in resolving complex or escalated technology issues
• Assembles statistical and management reports for activity reporting and trend analysis
• Maintains documentation pertaining to warranties and instructional guides for computer hardware
• Creates and maintains training materials pertaining to computer troubleshooting and usage

Knowledge of:

• MS Office applications
• MS Active Directory
• MS Exchange
• Local and wide area networking
• Microsoft & Mac operating systems; iOS, iPadOS

Skills:

• Hardware and software troubleshooting skills
• Customer service & Interpersonal
• Written and verbal communication

Ability to:

• Lift/move a variety of microcomputer components
• Install, configure and evaluate microcomputer hardware and software
• Handle various tasks and deal with changing priorities, * Experience in helpdesk/call center environment
• Experience with root cause analysis and problem resolution methodologies
• Experience managing small to medium projects
• Experience in scripting, coding and/or other dev familiarity
• Degree in Computer Information Systems or related IT field, or other industry-related certification(s) such as CompTIA A+ or Network+

Dexian stands at the forefront of Talent + Technology solutions with a presence spanning more than 70 locations worldwide and a team exceeding 10,000 professionals. As one of the largest technology and professional staffing companies and one of the largest minority-owned staffing companies in the United States, Dexian combines over 30 years of industry expertise with cutting-edge technologies to deliver comprehensive global services and support.