Desktop Support Technician II

Olympic Steel • Bedford, OH

8d

About The Position

The Desktop Support Technician’s role is a dual function role to support and maintain in-house computer systems, desktops, and peripherals and provide level 1 and 2 support for the Support Center. The duties for this position include, but are not limited to: installing, diagnosing, repairing, maintaining, and upgrading all desktop/shop hardware, software, operating system and equipment while ensuring optimal workstation performance. This position is also responsible for maintaining desktop software application configurations to conform to company standards, maintaining an inventory of all software installed on Olympic desktop and laptop systems, and for assuring compliance with all software licensing requirements. The Desktop Support Technician will provide level 1 support as a Support Center associate to troubleshoot problem areas (in person, by telephone, by remote connection or via e-mail) in a timely and accurate fashion and provide other end user assistance where required.

Requirements

• Associates degree or 4 year commensurate experience
• Hands-on hardware troubleshooting experience
• Working technical knowledge of desktop hardware, components, peripherals and Microsoft Windows Operating Systems, Linux and thin client knowledge
• Familiarity with system imaging, Microsoft Office applications and other business-oriented software
• Analytical and problem-solving abilities, with keen attention to detail
• Ability to conduct research into job related issues and products
• Ability to work effectively with a wide range of constituencies and appropriately handle confidential material
• Ability to present ideas in user-friendly language
• Ability to multi-task and manage conflicting priorities

Responsibilities

• Sets up and repairs in-house systems, terminals, and printers
• Maintains documented inventory of identified equipment
• Assists with preventative maintenance of critical hardware
• Works with warranty service to facilitate equipment repairs
• Works with other technicians and/or administrators to ensure proper configurations
• Assists in maintaining the inventory of all installed software on Olympic PCs
• Assists in maintaining license compliance of all software installed on Olympic PCs
• Installs, configures, troubleshoots, upgrades and supports approved software
• Investigates problems and requests routed through Support Center that apply to this position
• Fields incoming support requests from end-users in a courteous manner
• Resolves incidents or escalates incidents (when required) to the assigned support group
• Installs and/or configures applications and resets passwords as requested
• Documents all pertinent end-user information (ie name, location, extension, nature of the issue, etc)
• Follows up with incidents to ensure they are handled in a timely manner
• Documents re-occurring incident resolutions and helpful hints in the knowledge base and communicates their existence to users
• Documents new processes and updates existing processes as it relates to this position
• Maintains knowledge of new technologies relevant to areas of responsibility
• Ensures compliance with all MIS internal controls
• Provides training to Business System Analysts of basic tag printer configuration and setup
• Provides backup to Support Center Specialists as needed

Benefits

• Olympic Steel offers comprehensive benefits, including medical, dental, and vision benefits; paid holidays and vacation; a 401(k) match; tuition reimbursement; and various opportunities to earn cash bonuses.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree