Desktop Support Technician
About The Position
The Desktop Support Technician provides Tier 1 technical support for end-user hardware, software, and connectivity issues. This role serves as the first point of contact for IT-related requests and is responsible for resolving common issues, documenting resolutions, and escalating issues per established procedures. The employee will interact with users and vendors to support the infrastructure and must demonstrate strong customer service skills and professional communication. This role may receive day-to-day operational guidance and work coordination from a designated IT lead, while reporting directly to the Director of Information Technology. This role is expected to follow established IT processes and have a strong desire to learn new skills.
Requirements
- High School Diploma or GED required.
- 0-2+ years of previous desktop support experience is required.
- Proven skills in Microsoft operating systems and Microsoft standard software (Office / Teams / Etc) is required.
- Strong analytical and problem-solving skills are a must as well as the ability to work well independently
- Strong work ethic and desire to learn new skills.
- Ability to think strategically, make sound decisions, and produce accurate and timely results is required.
- Building positive working relationships with multiple levels of employees and management is required.
- Demonstrating integrity and professionalism is required.
- Demonstrating commitment to company values is required.
- Excellent organizational skills are required.
- Ability to follow-up on tasks and assignments in a timely manner is required.
- Excellent written and verbal communications skills are required.
- Ability to prioritize in a fast-paced multi-task environment is required.
- Ability to perform basic business mathematical functions is required.
- Ability to work with minimal supervision is required.
- Ability to work effectively in a team environment is required.
- Complying with all operating policies, procedures, executed Plans, and Programs is required.
- Must have the demonstrated ability to effectively communicate, cooperate, and collaborate with multiple levels of employees, government agencies, customers, vendors and suppliers.
Nice To Haves
- Bachelor’s or associate degree preferred or equivalent experience.
Responsibilities
- Respond to support requests via tickets, phone, and email, ensuring accurate documentation and ticket notes.
- Provide Tier 1 operational support for end-user devices, software, and peripherals.
- Ensure conformance to established Company policies, procedures, and standards.
- Resolve common and intermediate PC, software, and mobile device issues.
- Apply end-user patches and updates as directed.
- Perform on-site analysis, diagnosis, and resolution of basic PC problems for a variety of end users.
- Recommend and implement corrective hardware solutions, including off-site repair as needed.
- Maintain and ensure consistency and relevancy of IT documentation.
- Escalate unresolved or advanced issues appropriately.
- Schedule and perform PC, hardware and peripheral equipment improvements, upgrades, and repairs.
- Serve as the first line IT resource for new hires, including building and issuing systems, phones, tablets, and setting up desks.
- Support and troubleshoot Androids, iPhones, IPads and Printers.
- Ability to travel by car or company plane to remote office branches. Expected travel is 2-4 days per month (as day trips).
Benefits
- competitive salary and benefits package
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
