Desktop Support Technician

The technician will provide comprehensive technical support services to all OTA staff located throughout the State. Hours of service are from 7:30 am to 4:30 pm.

Principle Responsibilities: (Essential Function)

• Timely follow-up on their assigned and open tickets within the required service level
• Monitor high severity incidents to ensure resolution within communicated service level
• Provides technical support regarding system configuration, program usage, and desktop problems to users
• Support and troubleshoot Microsoft 0365
• Responsible for assigning and resetting passwords using Active Directory and testing systems security
• Records problem and resolution details in ticketing system
• Applies knowledge of company policies and standard practices to resolve problems
• Analyzes issues and uses judgment to make decisions
• Escalates non-standard problems or issues
• Alerts manager to reoccurring problems and patterns of problems
• Works with all levels of management, including direct support to Executives
• Undertakes special projects as directed
• Build computers, i.e., load windows from image, install software, and set user configurations, etc.
• Assist in Mobile device management
• Assist in equipment procurement/inventory process - daily

Do you have experience in Windows?, Do you have a Associate’s degree?, * Excellent verbal and written communication skills

• Excellent troubleshooting abilities
• Proficiency with Windows troubleshooting
• Intermediate knowledge of Microsoft O365 applications
• General knowledge of computer networking
• General knowledge of remote troubleshooting with Remote Desktop application
• General troubleshooting, knowledge of typical computer peripherals (ex. Printers monitors, etc.)
• Self-motivated and able to work on multiple tasks
• Ability to communicate effectively in large or small group settings
• Working knowledge of current and future technical trends and information
• Ability to meet the physical demands of the position - the duties of this job require frequent standing, walking and reaching. Routinely, employees are required to sit; to manipulate objects and tools; and stoop, kneel, crouch or crawl. Must routinely lift computer, printers, monitors and other computer peripherals and occasionally lift 60 to 100 pounds.

Education/Experience:

• Associates degree (AS) in Computer Science or related field preferred
• Competency in Windows 10/11
• At least 2 years of previous experience with desktop support

Working Relationships:

• Maintain inter-department relationships to resolve client issues
• Effectively communicate with extended service providers, IT Management and IT infrastructure groups

Other Requirements: Must pass background and vehicle checks., * help desk: 2 years (Required)

Pulled from the full job description

• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance
• Life insurance, * 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance