Desktop Support Technician

SUMMARY: The Desktop Support Technician’s role is to provide a single point of contact for support to end users within the organization’s desktop computing environment. Provides problem resolution and quality workstation technical support to personal computer users within a network environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all PC hardware and peripheral devices to ensure optimal workstation performance. The person will also troubleshoot problem areas (in person, by telephone, or via e-mail) in a timely and accurate fashion, and provide end-user assistance and technical training where required. ESSENTIAL DUTIES AND RESPONSIBILITIES: include the following. Other duties may be assigned.Provides quality problem resolution and technical support to users.

Assist in planning for meeting future desktop hardware needs.

Utilizes deployment and imaging tools in a workstation environment.

Collaborate with network administrators and software developers to ensure efficient operation of the company’s desktop computing environment.

Conduct research on desktop products in support of PC procurement and development efforts. Evaluate and recommend products for purchase to the IT Support Services Manager.

Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels.

Establish, configure, and maintain users, user shares, email addresses, and other user related items in a Microsoft Active Directory Environment. Maintain user logins to 3rd party software as needed.

Maintain user logins to 3rd party software as needed.

Design and develop scripts at the workstation level.

Maintains hardware/software inventories, deploy software or operating systems, and maintenance logs using SCCM and other tools.

Supports multiple versions of productivity software including Microsoft Office, multiple vendor and internal software packages and mobile platforms including Android and iOS, Windows Phone.

Provide first tier support for and setup remote management sessions .Supports VPN connectivity and offsite users.

Provide phone system support to users including reconfiguration of lines, physically moving lines, and setting up VoIP Lines.

Monitor and schedule offsite and local backups.

Consults with staff on the effective use of technology for business continuity and efficiency.

Installs and terminates cabling as needed.

Administer anti-virus products as directed by Network Team.

Installs network related hardware as directed by Network Team.

Utilizes the IT Helpdesk System to manage tickets, log work, and complete tickets as per IT's service level agreements.

Receive and respond to incoming calls, texts, and/or e-mails regarding desktop problems.

If necessary, liaise with third-party support and PC equipment vendors.

Receives direction from the IT Support Services Manager and if applicable the Senior Desktop Support Technician.

SUPERVISORY RESPONSIBILITIES: None QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Proficient in all aspects of PC desktop and peripheral support. Familiar with network concepts and configuration. Familiar with data cabling and cable termination. Maintains a current knowledge of Microsoft products. Maintains a current knowledge of industry standard technologies. Willing to stay abreast of emerging technologies. Must work effectively with others within a team orientated environment. Self-motivated and directed, with the ability to effectively prioritize and execute tasks. Must have a strong customer-service orientation and the ability to present ideas and information in a user friendly manner utilizing layman’s terminology. Strong written and oral communication skills. Under general supervision, exhibits a reasonable amount of initiative and independent judgment.EDUCATION and/or EXPERIENCE: Prefer candidates have a 4 year college degree in the field of computer science, however candidates with a 2-year degree and 2 years job experience that includes problem determination and resolution on various personal computer hardware and software configurations or working toward a 4 year degree will be considered. LANGUAGE SKILLS: Read, analyze and interpret general business periodicals, professional journals, governmental regulations, technical procedures and diagrams. Communicate procedures, regulations, technical specifications and instructions to others in a written and oral format. Prepare reports, schedules and correspondence within established guidelines. Effectively present information in one-on-one and small group situations to co-workers. MATHEMATICAL SKILLS: Ability to calculate figures and amounts such as discount, interest, commissions, proportion and percentages. REASONING ABILITY: Define problems, collect data, establish facts and draw valid conclusions. Interpret an extensive variety of technical instructions in written, diagram and oral format. Deal with both abstract and concrete variables. CERTIFICATES, LICENSES, REGISTRATIONS: Must have a valid Florida driver license or be able to obtain one at the time of employment. Must be able to obtain aBoard of County Commissioner’s defensive driving certificate. PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Physical activities: stand, walk, and use hands to finger, handle, or feel, reach with hands and arms, climb or balance, work from ladder, stoop, kneel, crouch or crawl, talk and hear, lift more than 50 pounds. Vision requirements: Distance vision (clear vision at 20 feet or more) Peripheral vision (ability to observe an area that can be seen up and down or to the left and right while eyes are fixed on a given point). Depth perception (three-dimensional vision, ability to judge distances and spatial relationships), including the ability to safely operate a motor vehicle on public highways. WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This position requires the ability to work in a climate controlled environment and in moderate outdoor weather conditions. Occasionally there is exposure to moving mechanical parts and noise levels consistence with a large computer printer, letter opening machine or forms busters. This position requires some local travel and occasional evening and weekend hours to meet deadlines or implement systems and/or processes that cannot be conducted during business operations.Powered by JazzHR