Desktop Support Technician
About The Position
We are currently seeking a Desktop Support Technician that will be a critical member of a U.S.-based global systems integrator providing technology solutions and services for commercial and government clients. This is a full-time permanent role supporting our program in Durham, NC. This is a professional and technical position responsible for desktop, laptop, printer and video conference installation, set-up, patch installation, software upgrade support, and troubleshooting /diagnosing reported end-user hardware and software problems. Employees in this classification are responsible for planning, evaluating and implementing approved system changes and upgrades and providing tier 2 and 3 support for hardware and software problem resolution. The following statements describe the principal functions of this job and its scope of responsibility but should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including working in other functional areas to cover absences or relief, to equalize peak work periods or otherwise to balance the workload. The candidate for this position: Supports, monitors, tests, and troubleshoots hardware and software problems pertaining to computer systems for ORD. Computers can be connected to a production network, isolated lab network, or stand-alone. Operating systems range from Windows 95, 98, NT, Windows 2000, Windows XP, Windows 7, and Windows 10 desktop / laptop / virtual workstation systems as well as support of local and network printers. Schedules repairs, installs and configures workstations with approved image and additional software as approved/required. Installs after-market hardware to support user equipment functionality as needed. Moves IT systems and peripherals for office relocations. Sets up, initiates, and shutdowns video conferences between two or more sites. Follows approved standard operating procedures and meets all service level agreements Maintains and submits updates to asset management for all equipment maintained Updates the ticket tracking system as required Has knowledge of commonly-used concepts, practices, and procedures within a particular field. Familiarity with Video Conference systems setup and preparation is desirable. Relies on instructions and pre-established guidelines to perform the functions of the job. Works under supervision. Reports to a team leader or manager. May be required periodically to work outside of scheduled work hours. May be required to work at alternate locations.
Requirements
- 2+ years’ experience in a production networked environment supporting MDT imaging, Microsoft Office 365, Microsoft Windows XP, Windows 7 and Windows 10 workstations, network and locally attached printers / plotters.
- Experience with the customer’s installed product base is preferred.
- An Associate degree or bachelor’s degree from four-year college or university with major course work in information management, computer science or related field or equivalent education and work experience in desktop systems support.
- A+, MCDST, and other Microsoft certifications is highly desired.
- Will be required to obtain a Public Trust clearance
Nice To Haves
- Demonstrate familiarity with Video Conference systems setup and preparation is desirable.
Responsibilities
- Supports, monitors, tests, and troubleshoots hardware and software problems pertaining to computer systems for ORD.
- Schedules repairs, installs and configures workstations with approved image and additional software as approved/required.
- Installs after-market hardware to support user equipment functionality as needed.
- Moves IT systems and peripherals for office relocations.
- Sets up, initiates, and shutdowns video conferences between two or more sites.
- Follows approved standard operating procedures and meets all service level agreements
- Maintains and submits updates to asset management for all equipment maintained
- Updates the ticket tracking system as required
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
Number of Employees
501-1,000 employees
