Desktop Support Technician

Our client is looking for a Desktop Support Technician to join their Information Technology Service Group (ITSG). Members of this team work collaboratively to provide Applications and Reporting, Infrastructure, Instructional, Desktop, Network, Research, Security, and Web support.

About the role

The team member will contribute as a member of the ITSG, reporting directly to the supervisor of the end-user support team. This position will deliver a high level of IT support (asset management, desktop engineering, audio visual, and general support), provide consultation and advise on particularly complicated issues, partner with internal teams to provide IT solutions that enable research, and provide technical leadership within the team. The team member will work with and understand the needs of the clients, in order for the communities to achieve their mission.

Responsibilities

• Support (45%)
  • Verify, diagnose, troubleshoot, repair, and provide help-desk support to the community related to IT with a customer-focused orientation.
  • Analyze, make recommendations, and resolve problems in a timely, friendly, and responsive manner. This requires background research to identify the root cause of the issue and then developing and implementing innovative solutions that will meet the work needs of the customer.
  • Analyze problems and system requirements and make recommendations on software options, user environments, and systems used to optimize productivity and minimize impact on other users or systems.
  • Recommend and implement best practices in online documentation for highly complex computing environments for a large user community with a broad range of technical capabilities.
  • Collaborate with vendors as needed for specific technical problem resolution and/or to research and identify new approaches to meet customer business needs.
  • Document services provided to the community.
  • Communicate or ensure the communication of software/hardware updates, outage communications, technology changes, warnings, etc. to IT customers who may be affected by such events by updating website information, authoring and generating emails or other appropriate means of communication to the end user community.
  • Provide one-on-one or group training sessions on services.
  • Collaborate among internal IT teams.
  • Manage and control IP assignments (~400), perform periodic spot checks of systems to ensure compliance with client security policies and procedures.
  • Coordinate with network and security teams to provide advice and assistance to management regarding sensitive data storage and handling processes.
• Desktop Engineering (25%)
  • Coordinate, schedule releases of operating systems and patches and ensure minimal impact on the end user.
  • Maintain user accounts customized to needs.
  • Set up peripherals, i.e. printers, scanners, mobile devices, etc.
  • Document, test and modify computer configurations and programs across a multi-operating system platform, including Windows, Linux and/or UNIX, and Macintosh operating systems.
  • Collaborate with other ITSG colleagues in systems and security to ensure systems are well supported.
  • Collaborate with internal subject matter experts on the direction of emerging technologies.
  • Research, test, and facilitate new services both in lead and support roles as needed.
• Asset Management (10%)
  • Facilitate purchases of equipment while promoting standardization and adherence to proper purchasing policies.
  • Track and receive packages/purchases.
  • Follow protocols on inventory of equipment, storage, and proper disposal.
  • Coordinate software licensing for the community.
  • Collaborate with staff and faculty regarding the yearly workstation replacement program.
• Audio Visual and Distance Learning (15%)
  • Set up classrooms for Audio Visual and/or Distance Learning classes.
  • First-level troubleshoot Audio Visual and Distance Learning hardware.
• Other (5%)
  • Provide technical advice and expertise to other end-user team members.
  • Lead team initiatives & projects as requested.
  • Miscellaneous duties as assigned and continuous learning.

Requirements

• Bachelor’s degree with at least three years’ experience or equivalent combination required.
• A minimum of three years support experience in a desktop support role is required.
• Experience with Linux, Macintosh, and Microsoft Operating Systems.
• Strong team member, interpersonal, organizational, written, and verbal communication skills necessary.
• Organizational skills, the ability to manage multiple tasks at the same time, the ability to take initiative are essential, the ability to work under pressure.
• Ability to provide excellent customer service utilizing qualities that include patience, attentiveness, clear communication skills, ability to use positive language, tenacity, and a calming presence.
• Must be able to analyze needs and solve problems in a highly interrelated, networked computing environment. This involves understanding the interactions of multiple services on several different computer operating systems using a variety of network protocols.
• Strong ability to rapidly learn and understand technical material and to communicate technical information clearly to people with a wide range of technical sophistication.
• Experience in end-user documentation and training documentation is highly desirable.
• Must be willing to respond to computer emergencies at almost any time on nights, weekends, and holidays, and work until the problems have been resolved.
• Experience with Audio Visual and Distance Learning is a plus.

Skills

• Top Skills: Desktop, Windows 10, Troubleshooting, macOS, Support, Hardware, Active Directory, Windows, Customer Service.
• Additional Skills & Qualifications:
  • Inclusiveness: Shows respect for differences in backgrounds, lifestyles, viewpoints, and needs; promotes cooperation and a welcoming environment; works to understand diverse perspectives; pursues knowledge of diversity and inclusiveness.
  • Adaptability: Is flexible, open, and receptive to new ideas; adapts to changing priorities and demands; handles multiple tasks; modifies preferred ways of doing things.
  • Self-Development: Enhances personal knowledge and skills; anticipates and adapts to technological advances; seeks continuous learning opportunities; acts on performance feedback.
  • Communication: Expresses thoughts clearly orally and in writing; demonstrates effective listening; shares knowledge; asks questions and offers input for positive results.
  • Teamwork: Builds working relationships to solve problems; demonstrates sensitivity to others' needs; offers assistance and feedback; works cooperatively with others.
  • Service-Minded: Is approachable and accessible; reaches out to help in a timely manner; strives to satisfy customers; is diplomatic, courteous, and welcoming.
  • Stewardship: Demonstrates accountability in all work responsibilities.

Pay

The pay range for this position is $20.00 - $27.00/hr.

Benefits

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital insurance
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Schedule

This is a fully onsite, contract position based in Ithaca, NY. Must be willing to respond to computer emergencies at almost any time on nights, weekends, and holidays, and work until the problems have been resolved.