Monticello, MS

Heunets•Monticello, MS

About The Position

The Desktop Support Technician provides hardware and software support to employees and incoming new hires. The role also supports weekly reporting, inventory management, and other administrative tasks. The successful candidate delivers professional customer service to a wide range of users and adapts and learns quickly in a dynamic environment. Travel between offices, up to 150 miles, is required. The position supports Windows, Macintosh, and mobile devices through software installation, imaging, remote and walk-up support, troubleshooting, and hardware services. It also handles asset and inventory processes, equipment shipping and redeployment, repair coordination, backup and recovery coordination, printer support, executive support, and audio/video support. The technician manages service requests and incidents and coordinates with internal teams and external suppliers to onboard new hires and resolve equipment issues.

Requirements

Prefer 3–5 years of IT experience, including technical training.
Knowledge of Windows and Macintosh platforms, including portable devices, and Microsoft Office applications.
Experience imaging Windows 10 operating systems.
Familiarity with basic network concepts, including TCP/IP, Windows Networking, and Ethernet.
Networked printer experience, including queue creation and server maintenance.
Experience using PC-based word-processing, presentation, and email software is preferred.
PC-based spreadsheet experience sufficient to develop formulas, perform calculations across multiple worksheets, and use functions is preferred.
Ability and willingness to work extended hours or a modified schedule for planned activities or emergencies.
Outstanding customer-service and interpersonal skills.
Excellent organizational skills and ability to prioritize competing requests.
Experience working in or supporting a call center or help desk environment.
MCP and/or A+ certifications.
Aptitude for learning.
Excellent oral and written communication skills.
Ability to work in teams and a team environment.
Able to lift up to 50 pounds.
Own car for transportation; mileage is reimbursed according to policy.
Valid driver's license.

Responsibilities

Image and install software on Windows and Apple laptops and desktops, including iMacs; support installations, moves, additions, and changes.
Provide remote and walk-up support and troubleshoot post-deployment issues on Windows, Macintosh, and mobile devices.
Install and repair printers.
Coordinate disposal, redeployment, asset reclaim, shipping, data backup and recovery, hardware refreshes, warranty and out-of-warranty repairs and replacements, and depot services.
Manage spare parts and provide executive (VIP) support and audio/video support, including health checks.
Manage inventory and assets, including depot operations; tag assets and enter incoming equipment into the asset management system.
Coordinate with external vendors for dispatch support and schedule repairs with suppliers for damaged or malfunctioning hardware.
Identify and resolve hardware and software application conflicts.
Open and close service requests and manage their classification, assignment, tracking, and completion.
Collaborate with cross-functional teams to onboard new hires and ensure hardware is correctly assigned and recorded in the management system.
Provide weekly physical inventory reports and record weekly hardware outflows.
Ensure resolutions comply with company standards and policies.