Desktop Support Technician

Job Description

Job Description

POSITION DESCRIPTION

Desktop Support Technician

Department: Information Technology | FLSA Classification: Non-Exempt | Employment Type: Full-Time

POSITION SUMMARY

As a member of the Site Services team the candidate will provide high quality support with very good customer service, technical expertise and timeliness. This position has frequent contact with users, peers and managers primarily face to face as deskside support for service requests and on-site problem resolution. The candidate will work in a team environment with a collaborative approach to resolving customer problems and supporting other members of the Site Services department. The candidate will also provide hands-on support to other IT teams including but not limited to Audio Visual, Network, Server and print services.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

Primary duties are listed below. This list is illustrative, not exhaustive; additional duties may be assigned as business needs require.

· Researches, resolves and responds to complex questions received via telephone calls or escalations, and provides support on services in accordance with current standards. Follows up with user to ensure problem is resolved satisfactorily.

· Acquires and maintains knowledge of relevant product offerings, current support policies, and methods of support delivery, in order to provide technically accurate solutions to users.

· Develops and provides technical coaching and mentoring to other desktop services staff and company associates.

· May act as product liaison for major products, working with other areas of IT, other departments and third-party vendors to solve technical issues as needed.

· Installs new or upgraded hardware/software as assigned via service requests. Coordinates installation with the user and follows up to insure customer satisfaction.

· Must be able to manually lift up to thirty (30) pounds when moving and repositioning personal computers and ancillary equipment.

· Provide accurate and timely logging of customer incidents and tasks to meet agreed upon service levels.

· Demonstrate initiative and act independently to resolve problems.

· Participate as a member of the rotating IT on-call team that provides 24-hour support to internal customers. Not all sites require on-call participation.

· Participate in team projects as requested.

· Management of onsite AV Technical Management, including configuration & installation of AV devices

· Perform routine testing and problem diagnosis for projectors, microphones, speakers, amplifiers & LCD/Plasma Displays

· Perform preventative maintenance to resolve problem or identify resolution to appropriate vendor or manufacturer

· Coordinate with AV equipment OEMs for resolution/workarounds, when required

· Assist with company meetings/functions that require use of AV infrastructure (audio, video conferencing, webcasting, visual display or projection, and control system (AMX, Crestron) operations

· Interact with client Customer Help Desk ticketing system to respond to end user requests

· Coordinates with client staff to determine AV basic infrastructure requirements for any new conference room or media design

· Setup and breakdown of all onsite meetings

· Daily system testing to ensure equipment and room functionality

· Responsible for escalating all “next level” break fix issues to their manager for resolution

· Perform remote testing for local and regional offices

· Ensure all AVS spaces are presentable for use

· Polycom AV equipment management and configuration

· Videoconferencing experience including operation, call set-up and equipment

· Establishing and testing of individual and group VC sessions, i.e. meeting support, including consultation of users on best possible connection type

MINIMUM QUALIFICATIONS

Education

· Bachelor’s or master’s degree in information technology, Computer Science, or a related field; OR an equivalent combination of education, training, and relevant work experience.

Experience

• Minimum of eighteen (18) months of hands-on experience in a desktop support, help desk, or IT support capacity.

• Demonstrated experience supporting Windows-based environments, including Windows 10 and/or Windows 11.

Certifications (Preferred)

• CompTIA A+ certification or equivalent vendor-neutral credential.

• Microsoft Certified Professional (MCP), Microsoft 365 Fundamentals, or higher-level Microsoft certification.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES

· Customer focused – Customer is #1 Attitude

· Personal accountability for results

· Detail oriented

· Strong analytical and troubleshooting skills

· High integrity

· Minimum of 2 years’ technical experience in providing Deskside Support

· PC hardware repair (Dell/HP), Windows system support, OS X Support

· Software installation/troubleshooting

· Performing Tech Refresh

· Mobile device support (iOS/iPhone/iPads) – excluding warranty hardware repair

PHYSICAL REQUIREMENTS AND WORK ENVIRONMENT

The demands below are representative of those required to perform this role's essential functions. Reasonable accommodations will be made for qualified individuals with disabilities in accordance with the ADA and applicable state law.

• Regularly required to sit, stand, walk, and use hands to operate a computer keyboard and standard office equipment.

• Occasionally required to lift and/or move IT equipment weighing up to 50 pounds.

• May require bending, kneeling, or crouching to install or service equipment.

• Work is performed primarily in a standard office or data center environment with moderate noise levels.

• May be required to travel to or work at multiple organizational sites or client locations.

EQUAL EMPLOYMENT OPPORTUNITY

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy and related conditions), gender identity, sexual orientation, national origin, age, disability, genetic information, veteran status, or any other characteristic protected under applicable federal, state, or local law, including Title VII, the ADEA, the ADA, GINA, and USERRA.

Applicants requiring a reasonable accommodation to participate in the application or interview process should contact Human Resources in advance.

DISCLAIMER

This description outlines the general nature and scope of the role and is not an exhaustive list of all duties or requirements. Management may modify responsibilities as business needs evolve.