Desktop Support Technician I

About the role

The Desktop Support Technician I is the first point of contact for day-to-day troubleshooting, escalation, and resolution of end-user related IT and A/V problems. They provide technical support to end-users, troubleshoot hardware and software issues, install and configure software, and maintain accurate records of all support activities.

Responsibilities

• Under general direction from the Service Desk Supervisor, assist with tasks related to desktop support, administration of endpoints, and other duties as assigned.
• Support, troubleshoot, and administer PC hardware.
• Assist with the deployment, maintenance, support, upgrade, and inventory tracking of IT assets including desktops, laptops, and tablets.
• Provide initial technical assistance and user support to all employees on issues regarding HEP provided devices, OS, and core business applications.
• Create user accounts and assign licenses for the domain and other supporting applications used across HEP.
• Respond to and investigate reported phishing attempts; work with Cyber Security to determine legitimacy and required actions.
• Receive and respond to incoming calls and/or tickets to solve desktop problems within the assigned SLA.
• Use the IT help desk ticketing system to thoroughly document all actions taken for all incidents and requests.
• Create and maintain documentation for processes and procedures.
• Support AV for live events and set up/maintain conference rooms for new and existing sites.
• Travel to remote locations as needed for troubleshooting or preventative maintenance, with the possibility of overnight stays.
• Participate in the mandatory on-call rotation for after-hours and weekend incidents.

Required Skills/Abilities

• In-depth knowledge of MS Windows operating systems, including troubleshooting, administration, maintenance, OS management, and image creation.
• Knowledge of computer peripherals and connections.
• Proficiency with common desktop applications and MS productivity applications.
• O365 administration and related admin centers.
• Ability to configure VOIP phones and assign user licenses as needed.
• Experience with A/V equipment and supporting live events.
• Ability to create, maintain, and document scripts to assist the Service Desk in automating tasks.
• Familiarity with multiple IT departments, including Systems, Networking, and Enterprise Applications.

Education and Experience

• Associate’s degree in an information technology field, or
• 2+ years of experience in lieu of degree

Certifications

Industry standard certifications preferred

Physical Demands and Hazards

This position requires prolonged periods of sitting, frequent computer use, occasional lifting of office supplies, and may involve travel.