Sr Desktop Support Technician

Elbit America•Merrimack, NH

7d•Hybrid

About The Position

The Desktop Support Technician Level III is responsible for maintaining and monitoring end-user workstations and productivity within the local area network. This role also involves performing a range of maintenance, software installation, end-user support, and training tasks to ensure workstations and networks adhere to company standards. Displays knowledge of technology fundamentals required for the technician role. Provides primary, secondary, and tertiary support for users of desktop computers and peripherals. Offers primary support for client computer access to network resources. Analyzes, supports, and resolves customer technical issues including malfunctions or issues with system applications, data communications, email, remote access, and software and hardware peripherals associated with the desktop. Installs, configures, and maintains computer hardware, peripherals, and applications consistent with IT standards and processes. Coordinates issues and solutions with other IT support personnel and users. Responds to user issues in a timely and effective manner. Works as a member of a team and provides off-hours support when required. Uses tracking system to document issues and resolutions. Ensures compliance with established company security policies and accepted risk impact to the business. Maintains configuration management documentation. Performs system or network administrative functions (review of system logs, backup activity, etc.). Provides remote support throughout the U.S. and other Elbit Systems worldwide locations as needed.

Requirements

5-10 years of functional (using skill set) experience is required
Entry level management experience is required
5-10 years of industry experience is required
Ability to troubleshoot hardware and software issues related to desktop systems and peripherals
Ability to diagnose and mitigate basic network connectivity issues
Ability to deploy new hardware, peripherals (standalone or networked), and software
Ability to quickly determine user issues and take action to solve problems
Ability to assist users via remote support tools or at the user’s desk
Ability to establish computer connections on existing networks
Ability to use operating system tools to mitigate system issues
Ability to install and configure printers
Communicates clearly and concisely, in written and oral formats, with appropriate audiences about decisions, plans, and tasks in a timely manner
Ability to work On-Call on a scheduled rotation

Nice To Haves

Associate's degree is preferred; 1-2 years functional experience may substitute
Specific Degree Field Required: Information Technology or Computer Science

Responsibilities

Provides primary, secondary, and tertiary support for users of desktop computers and peripherals
Offers primary support for client computer access to network resources
Analyzes, supports, and resolves customer technical issues including malfunctions or issues with system applications, data communications, email, remote access, and software and hardware peripherals associated with the desktop
Installs, configures, and maintains computer hardware, peripherals, and applications consistent with IT standards and processes
Coordinates issues and solutions with other IT support personnel and users
Responds to user issues in a timely and effective manner
Works as a member of a team and provides off-hours support when required
Uses tracking system to document issues and resolutions
Ensures compliance with established company security policies and accepted risk impact to the business
Maintains configuration management documentation
Performs system or network administrative functions (review of system logs, backup activity, etc.)
Provides remote support throughout the U.S. and other Elbit Systems worldwide locations as needed