Desktop Support Technician I

Dynalectric Company•Portland, OR

1d•Onsite

About The Position

The Desktop Support Technician I (DST) role is to provide a single point of contact for end users to receive support and maintenance within the organization's desktop computing environment. This includes installing, maintaining and upgrading all PC hardware, mobile devices and equipment to ensure optimal performance. The person will also do basic troubleshooting (in person, by telephone, or via email) in a timely and accurate fashion and provide end-user assistance when/where required. Will escalate to level II techs with complex issues.

Requirements

Minimum 1yrs experience as a Desktop Support Technician I or similar role
Excellent verbal and written communication skills
Experience with current Windows OS
Experience with Microsoft O365, Apple IOS, Citrix, MDM environment.
Experience in responding to ticket-based support system
Great customer service skills
Great problem-solving skills
Ability to multi-task in a fast–paced work environment

Responsibilities

Desktop computer support
Address user tickets regarding hardware, software and networking (Basic troubleshooting issues from the support ticketing system)
Guide users with step-by-step instructions (help create technical documentation and manuals)
Follow up with internal customers to ensure work stations are functional (validate the mounted drives are available, printer services are working, email is available)
Conduct remote troubleshooting (ask targeted questions to diagnose problems, test alternative solutions until issue is resolved, record technical issues and solutions in logs)
Mobile device support
Mobile phone configuration (assign phone to specific user, configure email, deploy required applications, set device security, validated by level III tech)
Tablet configuration (assign tablet to specific user, configure required applications, device security, validated by level III tech)
Asset inventory management
Enter new equipment into tracking system database (receives equipment, deploys asset tag, records equipment specifications and serial numbers)
Retires out of date equipment securely (retires equipment from the asset database, stores equipment securely until ready for proper disposal)
Audits systems for proper security software and configurations (as assigned by the IT Manager or Lead)
Computer setup
Computer imaging (use of Intune to apply the current image, using the computer naming standard, creation of the user account and accesses)
Software installation (install user specific software per user manager instructions)