Desktop Support Tech I

About the role

The position is responsible for advanced technical support of desktop hardware and software, including software and PC hardware knowledge, desktop troubleshooting, hardware installation and configuration, and after-hours on-call monitoring of network alerts.

Responsibilities

• Facilitate maintenance of all hardware.
• Install, maintain, and support software loaded on personal computers and LAN.
• Interact with users daily with a strong focus on excellent customer service, to facilitate support with all aspects of software, hardware, or connectivity.
• Participate in disaster recovery plan as it relates to all aspects of the systems department.
• Perform PC and printer installations and moves.
• Monitor tickets, email, chat, and alerts for trouble.
• Install and maintain equipment in a Data Center and Office environment.
• Assist in the migration to Azure, enhancing and expanding our cloud capabilities.
• Maintain field laptops and other mobile devices, ensuring security and usability.
• Implement and follow security best practices in a regulated environment.
• Occasionally travel between local offices as needed.
• Physical capability to perform tasks such as lifting and moving equipment.
• Successfully complete annual regulatory compliance training.

Requirements

• 1 to 2 years of experience in a level 1 help desk environment.
• Hands-on experience using Windows 10 and 11 proficiently.
• Experience with Active Directory Administration and Outlook/Exchange Administration.
• Familiar with virtualization concepts.
• Basic understanding of Azure services such as Azure Active Directory (AAD), virtual machines, app services, and Azure storage.
• Familiarity with the Windows and macOS operating systems, laptop/desktop imaging, features, settings, troubleshooting, and configuration.
• Knowledge of Office applications (Word, Excel, PowerPoint, Outlook), Teams, OneDrive, SharePoint, and other Microsoft 365 products.
• Experience with tools like Jira Service Desk for managing support tickets.
• Hands on experience using Microsoft Remote Desktop for remote troubleshooting.
• Basic understanding of DNS, DHCP, VPNs, and Wi-Fi.
• Knowledge of antivirus software, and endpoint protection.
• General understanding of backup strategies.
• Understanding of MFA methods and their configuration, commonly used with Azure Active Directory.
• Ability to understand and support and adhere to data privacy regulations.
• Desktop Imaging Experience.
• Networking Knowledge including LAN connectivity and Internet connection issues.
• Print Server Administration.
• Hands On Hardware and software troubleshooting.
• SCCM (optional).

Qualifications

• Medical, Dental, Vision, Wellness, Flexible Spending Account, and Employee Assistance Program and more.
• Employer paid Life Insurance, Short Term Disability, and Long-Term Disability.
• 401 (K) Plan with company match.
• Paid Vacation, Sick, Personal and Holidays.

Benefits

• Physical Demands And Work Environment

The employee must be comfortable in either an on-site office setting, or a quiet, designated work from home space that is free from distractions and noise. The employee is frequently required to communicate (give/receive) information through multiple methods of communication with clear understanding from others. Must be able to exchange accurate information in these situations. The employee must be able to remain in a stationary position and/or move about the organization or remote office. The employee is frequently required to stand or walk (or otherwise move through the organization); sit; use hands to type, write, handle, or feel and reach. May occasionally climb or balance; stoop, kneel, or crouch; or lift and/or move up to 25 lbs. Employees may be required to type and utilize a computer for long periods of time. The employee may be required to frequently operate a standard variety of office equipment including computers, calculators, copy machines, computer printers and phones. The noise level, if working on-site, is usually moderate and typical of an office environment.

Schedule

Full time; Non-Exempt; 37.5 hours/week; Overtime as required.

Pay

Commensurate with experience.