Desktop and System Support Technician

Linacast, Inc. • Howell, MI

20h • Onsite

About The Position

Under general direction, the Desktop and System Support Technician monitors and responds to complex hardware and software problems in technological control facilities, using a variety of testing tools and techniques. The role provides the primary interface with vendor support groups or performs internal analysis and support to ensure appropriate escalation during outages or degraded system performance. It may also include LAN server support and requires extensive knowledge of PC/LAN communications hardware and software in a multi-protocol environment, as well as network management software.

The technician completes Service Desk assignments according to priority and SLA requirements, troubleshoots office desktop problems, and acts as the local face of IT. Responsibilities include supporting facility equipment and systems, maintaining desktop hardware and software, purchasing hardware and software according to corporate standards, maintaining inventories and software licensing records, and administering local phone systems. The role also includes budget and KPI responsibilities, preparing and monitoring work schedules, analyzing user-support data, and following the company’s safety, environmental, and quality programs.

Requirements

• Current MCP or MCITP certification.
• Four years of experience in data communications troubleshooting.
• One to three years of experience with the current version of Windows Desktop OS.
• One to three years of experience with the current version of Microsoft Office.
• One to three years of experience with current desktop and notebook hardware; Dell is preferred.
• One to three years of experience with networking basics.
• Essential skills: Reading level 5, Document Use level 3, and Numeracy level 3.
• Ability to read and understand policy and procedure manuals, equipment and software manuals, help files, and technical bulletins.
• Ability to discuss technical matters with coworkers, colleagues, and suppliers; advise users about malfunctioning hardware and software; and teach, supervise, and assist workers.
• Ability to prepare, monitor, and adjust work schedules and analyze user-support service data.
• Ability to evaluate IT and user software needs, review experience with relevant software applications, and make recommendations.
• Ability to perform most tasks independently and coordinate with supervisors and coworkers on challenging repairs, work-unit performance assessments, and information exchange about hardware and software.
• Drive and motivation to continuously learn and update technical knowledge.

Nice To Haves

• Desktop Support Technician qualification or experience.
• Knowledge of ITIL and ITSM.
• Experience with Dell desktop and notebook hardware.

Responsibilities

• Complete Service Desk assignments efficiently and effectively within assigned priority to meet SLA requirements.
• Troubleshoot and resolve office desktop problems.
• Prepare and monitor the department budget.
• Be responsible for IT plant KPIs.
• Act as the local face of IT and route issues or coordinate with other IT team members to resolve them.
• Inform the local IT Network Administrator about issues requiring their involvement, including non-standard purchases and new enterprise system requests.
• Purchase software and hardware for facilities in accordance with standards and IT purchasing procedures.
• Ensure licensed software is used and licensing information is maintained in the licensing database.
• Set up and install network-attached equipment at facilities.
• Maintain facility desktop hardware and software, including office automation software, antivirus, and PC management software, according to the Desktop Setup Checklist.
• Maintain current hardware and software inventories using methods prescribed by Corporate IT Management.
• Support facility-specific systems, including local MRP/ERP, PM systems, time and attendance systems, QA equipment, door controllers, buzzers, and other specialized software or hardware.
• Administer the local phone system, including paging, voicemail, and moves, adds, and changes.
• Prepare, monitor, and adjust work schedules and analyze data on user support services.
• Perform other assigned duties and projects.
• Follow the Health, Safety and Environmental Program, including the Health and Safety Policy Statement and Environmental Management System.
• Adhere to the Quality Management System and Quality Policy.

Benefits

• Competitive compensation.
• Employee benefits package, including drug, dental, and vision coverage.
• 401(k) program.
• 401(k) matching.
• Dental insurance.
• Employee assistance program.
• Employee discount, including discounts for local vendors and events and auto supplier discounts.
• Flexible spending account.
• Health insurance.
• Health savings account.
• Life insurance.
• Paid time off.
• Parental leave.
• Referral program.
• Vision insurance.
• Opportunities for career advancement.
• Community-based outreach supporting local and global initiatives and charities.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed