Crystal Springs, MS

Heunets•Crystal Springs, MS

13h•Onsite

About The Position

The Desktop Support Technician provides day-to-day onsite desktop support in Crystal Springs, Mississippi. The role receives inbound calls, answers questions, troubleshoots hardware, software, and application issues, and documents resolution steps in a ticketing system. The technician facilitates customer resolutions and engages supervisors and managers to support operational consistency across shifts within the IT Support Center. The position provides hardware and software support to employees and new hires, along with inventory management, weekly reporting, and other administrative duties. Work includes imaging and installing software, remote and walk-up support, troubleshooting computers and mobile devices, printer support, asset management, hardware refreshes and repairs, shipping coordination, backup and recovery coordination, and audio/video support. The technician also coordinates with vendors, supports onboarding, manages service requests and incidents, and ensures resolutions meet company standards and policies.

Requirements

Preferably 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, such as TCP/IP, Windows Networking, and Ethernet.
Experience with networked printers, including queue creation and server maintenance.
Experience in a call center or help desk environment.
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 the ability to prioritize competing requests.
MCP and/or A+ certifications.
Aptitude for learning.
Excellent oral and written communication skills.
Ability to work in a team environment.
Ability to lift up to 50 pounds.
Own a car for transportation; mileage is reimbursed according to policy.
Valid driver's license.

Nice To Haves

Experience using PC-based word processing, presentation, and email software.
Experience using PC-based spreadsheet software to develop formulas, calculate across multiple worksheets, and use functions.

Responsibilities

Provide day-to-day onsite desktop support, receive inbound calls, answer questions, troubleshoot issues, and document resolution steps in a ticketing system.
Facilitate customer resolutions and engage supervisors and managers to ensure operational consistency across IT Support Center shifts.
Provide hardware and software support to employees and incoming new hires.
Image and install software on Windows and Apple laptops and desktops, including installations, moves, additions, and changes; provide remote support.
Troubleshoot post-deployment issues on Windows, Macintosh, and mobile-device platforms.
Install and repair printers, including networked printers.
Coordinate shipping, data backup and recovery, hardware refreshes, warranty and out-of-warranty repairs or replacements, and depot services.
Provide walk-up support, executive (VIP) support, and audio/video support, including health checks.
Manage spare parts, inventory, assets, and depot operations.
Coordinate dispatch support with external vendors 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.
Tag assets and enter incoming equipment into the asset management system.
Collaborate with cross-functional teams to onboard new hires and ensure hardware assignments are updated in the management system.
Provide weekly physical inventory reports and record weekly hardware outflows.
Ensure resolutions are consistent with company standards and policies.