IT Service Desk Technician

Position Summary:

The Support Technician will provide fast and useful technical assistance and is responsible for providing general support to our corporate and field employees. The candidate should be familiar with maintenance and support of a Windows enterprise environment.

Candidates must have great technical knowledge and be able to communicate effectively, to understand a problem and to explain its solution, in addition to documenting their resolutions within their support tickets. Must be customer-oriented, patient, and can troubleshoot issues in person or over the phone.

Duties and Responsibilities:

Strategy & Planning

• Assist in developing long-term strategies and capacity planning for meeting future hardware and organizational technology needs.

• Support development and implementation of new computer projects and new hardware installations.

Acquisition & Deployment

• Conduct research on, and make recommendations for, hardware products in support of procurement and development efforts.

• Support development and implementation of networking/wiring projects and installations.

• Maintain up-to-date knowledge of networking/wiring contracts and supervise contract-based installations.

Operational Management

• Identify and deliver required hardware service levels according to organizational policies.

• Liaise with, and provide training and support to, end users and staff on equipment operation and other issues.

• Install, configure, test, maintain, monitor, and troubleshoot end user and network hardware and other products.

• Where required, install, configure, test, maintain, monitor, and troubleshoot associated end user software and networking software products.

• Perform on-site analysis, diagnosis, and resolution of complex hardware problems for a variety of end users, and recommend and implement corrective solutions, including off-site repair as needed.

• Receive and respond to incoming calls, tickets, and/or emails regarding hardware problems.

• Document instances of hardware failure, repair, installation, and removal.

• Maintain up-to-date knowledge of hardware and equipment contracts and supervise contract-based installations.

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

• Recommend, schedule, and perform hardware and peripheral equipment improvements, upgrades, and repairs.

• Perform related duties consistent with the scope and intent of the position.

• Provide guidance to junior members of the team as required.

• Manage input/output fleet, including printers and scanners.

• Oversee deployment and testing/monitoring of building battery backups.

Skills and Experience Requirements:

• 2 - 4 years of experience in a desktop support role.

• Windows 10 and Windows 11 configurations and support experience on multiple hardware platforms.

• Knowledge of Microsoft 365.

• Knowledge of Jira Service Management and Confluence Documentation.

• Knowledge of Active Directory, OneDrive and SharePoint preferred.

• Knowledge of mobile and telecom devices and services such as Dialpad or other VoIP systems, and various cell phone platforms.

• Network troubleshooting skills.

• Printer configuration and support.

• Ability to think through problems and visualize solutions

• Ability to implement, administer, and troubleshoot infrastructure devices

• Provides specific detailed information for hardware and software selection

• Ability to quickly learn new or unfamiliar technology and products using documentation and internet resources

• Ability to work with all levels of staff within and outside of IT and outside the organization

• A self-starter able to work independently but comfortable working in a team environment

• Good analytical and problem-solving skills

• Dependable and flexible when necessary

• A positive attitude!

Position Dimensions:

• Reports directly to the Service Desk Manager

• Ability to travel approximately 25%-35% to all locations as deemed necessary by management