Desktop Support Technician

Provides Level 2 break-fix hardware and software support of desktops, laptops, printers and other peripheral end-user equipment in addition to resolving outstanding service desk tickets. Duties and Responsibilities

• Provide Level 2 break/fix support and troubleshooting for hardware and software.
• Install, configure and troubleshoot desktops, laptops, printers, scanners, video conferencing and other peripheral equipment.
• Image desktops and laptops using Windows Deployment Services or other standard tools.
• Create network print queues and setup new printers.
• Answer end-user inquiries regarding software and hardware to resolve issues.
• Provide end-user support for upgrades of desktops, laptops, applications and software.
• Establish and maintain documented processes and procedures related to desktop support.
• Monitor the service desk ticketing system and work on resolving and closing open tickets.
• Work with team members, end-users and management to establish requirements for new systems, hardware and software or modifications to existing ones.
• Research, evaluate and recommend new technologies to better existing solutions and to refine/streamline existing processes and procedures.

Do you have a valid Driver’s License license?, Do you have experience in Ticketing system technical support?, Do you have a Associate’s degree?, * Associate degree or Bachelor degree preferred with emphasis in Information Technology, Computer Science or Information Systems

• Certifications in PC Troubleshooting and Support preferred
• Certifications in Information Technology processes, procedures and best practices are a plus.

Experience

• Three years in computers and second-level troubleshooting and support. *

• Windows XP, 7, 8 and Microsoft Office 2010, 2013
• Anti-virus (SOPHOS, McAfee or equivalent)
• Hardware/Software based Encryption solutions (SOPHOS, Norton or equivalent)
• Configuring network connections (LAN and WLAN) and printers on computers
• Active Directory, Exchange and Lync Administration with respect to adding new users and modifying permissions for existing users
• Experience working with a Service Desk solution for ticketing, escalations, service level agreements and other processes and procedures related to the Service Desk.

Knowledge Skills and Abilities

• Excellent customer service skills, including active listening, performing needs assessments, meeting quality standards for services rendered and evaluation of customer satisfaction levels.
• Ability to actively evaluate technical and process solutions to improve overall end-user experience.
• Ability to speak, read and write fluent English.
• Ability to communicate verbally and in writing with end-users; skills to document technical and knowledge base articles to be used by team members and end-users.
• Ability to monitor systems performance by using key performance indicators and taking actions to improve and correct performance issues relative to the needs/goals of the system.
• Ability to work in a team and as an individual adapting to the situation. Willingness to seek and offer help and train others whenever possible.
• Follow existing processes and procedures and provide input to improving the same.

Additional Work Requirements

• Automobile travel required.
• Valid unrestricted driver’s license with good driving record. Valid proof of automobile insurance.

Physical and Mental Requirements

• Strong near and far visual acuity with attention to detail.
• Hand and finger dexterity.
• Hand-eye coordination.
• May lift equipment and supplies weighing up to 50 pounds.
• Ability to walk, bend, stoop, crawl, and kneel.
• May sit at workstation for extended periods with continual concentration.
• Ability to cope with stress brought on by meeting deadlines and standards, uneven work flow and changing priorities.

Samaritas, one of the state’s largest faith-based nonprofits, has been sending ripples of positive change into Michigan communities since 1934. Prior to 2016, Samaritas operated as Lutheran Social Services of Michigan. Samaritas provides a continuum of care to all in need with approximately 70 different programs in 40 different locations in Michigan. We believe in diversity and inclusion, for the people we serve and the people we employ. Employing nearly 2,000 employees in opportunities ranging from direct service to management in Michigan’s Lower Peninsula, we hope that you will consider joining the Samaritas team and help work in making a difference in communities across Michigan. We walk with people in need, offering hope and compassion while upholding their dignity, advocating for equality and justice, and seeking creative solutions with those who place their trust in us.