Desktop Support Technician

Position Summary The Desktop Support Technician performs maintenance and support of the IT Infrastructure needs: PC workstations, switches, printers, copiers, and VoIP system. Analyzes requirements, resolves problems, installs hardware and software solutions and answers calls/emails from internal customers to troubleshoot and resolve issues for desktop environment. Performs desktop support and service desk role. The Desktop Support Technician demonstrates and adheres to the company values of safety, honesty, ownership, respect, and teamwork to ensure a successful partnership with customers and employees that result in OmniTRAX’s continued success. Essential Responsibilities Assist in the repair, inventory tracking, management, and deployment of new systemsUpgrade existing systemsDaily administration and maintenance of computer devices Daily administration and maintenance of user accounts Deliver end-user support over the phone and desk side: install, configure and the ongoing usability of user desktop computer, peripheral equipment, and software Assist end-users with network supportAvailable to work on rotating basis to support the 24/7 on-call of the production environmentOn-site requirement a minimum of 4 days per week subject to change at company discretionConduct computer deployment: track and execute computer hardware refreshesMonitor ticket system: triage incoming helpdesk tickets; work with IT staff as appropriate to determine and resolve reported problems from usersAssist users and work within small IT team to resolve technical problems with desktop computing/network equipment and softwarePerform printer support: troubleshoot issues with printers, copiers, and scannersCreate and update documentation for user/IT processes, document repeatable processes and proceduresPersonal interaction with internal customers Other Duties Perform other duties and projects as assigned Supervisory Responsibilities None Required Qualifications, Knowledge, Skills, And Abilities High School Diploma/GED3-5 years desktop and direct end-user contact support experienceExperience with helpdesk ticketing systemPossess good trouble-shooting and problem-solving skillsOutstanding interpersonal, customer service and telephone etiquette skills: professional demeanor at all times, performs approximately 50% of work remotely via phoneStrong understanding and working knowledge of classic and Azure Active Directory user and computer objectsEffectively manage problems through all phases: analysis, resolution, troubleshooting and root cause analysisWorking knowledge of mobile devices: iPhone, iPad effectively troubleshoot and configure devicesSelf-motivated, multi-task and initiate to meet deadlines and customer satisfactionStrong experience in Microsoft applications and operating systems starting with Windows 10Excellent verbal and written communication skills; effectively converse with all levels of the company, customers, business associatesIntermediate computer skills in Microsoft Office SuiteProfessional integrity and accountabilityWork in fast-paced, collaborative environment Required Certifications And Licenses Valid Driver’s License Preferred Qualifications, Knowledge, Skills, And Abilities Previous experience in Rail Transportation, Supply Chain Logistics, Manufacturing and/or Oil and Gas industriesAssociate’s degree in IT or related fieldExperience working in a NOC or helpdesk environment Preferred Certifications And Licenses None WORK ENVIRONMENT Onsite at the Corporate Office four days per week (Monday - Thursday). Onsite requirements are subject to change at any time.Work in a climate-controlled office and routinely use standard office equipment TRAVEL Occasional, as business requires Compensation Estimated Starting Hourly Wage: $28.91Exact starting hourly wage is determined by merit; seniority; geographic location; education, training, and/or experience related to job duties and responsibilities.FLSA Status: Non-Exempt, Eligible for overtimeEligible for Participation – Annual Discretionary Bonus Benefits 401(k) / 401(k) matchingAD&D insuranceDental insuranceDisability insuranceEmployee assistance programHealth insuranceHealth savings accountLife insuranceMental wellbeing resourcesPaid Maternity leavePaid Parental leaveReferral programRelocation assistanceSick timeVacation timeVision insurance Physical Requirements Physical Requirements % of Work Time Remain in a seated position 80% Speak and hear clearly 100% Lift office products and supplies, up to 20 lbs. 20% Stoop, kneel, bend and reach 10% Dexterity to write and manipulate keyboard and mouse 100% Disclaimers Applications will be accepted on an ongoing basis until the position is filled. OmniTRAX, Inc. conducts its recruiting and hiring activities directly and does not utilize third-party recruiting agencies, staffing firms, search firms, or fee-based referral services unless specifically engaged through a written agreement authorized by the Company. OmniTRAX, Inc. does not accept unsolicited resumes or candidate submissions from any agency or firm. Resumes or candidate information submitted to any OmniTRAX, Inc. employee without a valid, fully executed recruiting agreement and a specific requisition assignment authorized by the Company will be deemed unsolicited and become the property of OmniTRAX, Inc. OmniTRAX, Inc. reserves the right to pursue and hire any candidate submitted through unsolicited means without any obligation to pay a fee, commission, or other compensation to the submitting agency.