Desktop Support Technician I

About the role

This position provides basic technical onsite and remote support, including diagnosis of user problems related to supported hardware, software, and networking services provided by the IT department. Reporting directly to the Director of Network Engineering, this role serves as the first point of contact for troubleshooting, technology training, and new technology needs, facilitating escalation to next-level support personnel for issues that cannot be resolved individually.

Responsibilities

• Problem recognition, research, isolation, resolution, and follow-up for all computers and software within the organization.
• Install and configure new hardware, maintain existing hardware, and track hardware inventory in real-time.
• Operating system and software installation and configuration, and maintain an accurate software license tracking system in real-time.
• Asset management – responsible for tracking desktop hardware and software inventory in real-time.
• On-site support – participate in end-user support and problem management for all areas of the IT infrastructure.
• Coordinate with supervisors to provide high-quality support for new systems, projects, and upgrades.
• Other duties as assigned.

Requirements

• Desktop Support or IT Help Desk experience.
• Proficiency researching and troubleshooting complex problems and errors.
• Demonstrated ability with basic networking and telephony.
• Demonstrated ability to research, plan, document, and execute complex tasks/projects.
• Excellent written and oral communication skills.
• Excellent interpersonal and customer service skills.
• Excellent work ethic and dedication.
• Associate’s (or equivalent) degree in Computer Science or Information Technology from a technical school OR equivalent combination of education and experience.
• CompTIA (A+, Network+, Server+, and Security+ certifications) and/or Microsoft Certified IT Professional (MCITP) are a plus but not required.
• Must be authorized to work in the United States or Canada.
• Must be willing to submit to a LEVEL II background and/or security investigation with fingerprinting. Job offers are contingent on background/security investigation results.
• Must be willing to submit to drug screening. Job offers are contingent on drug screening results.

Skills

• Willingness to learn new programs, processes, and technology.
• Positive, driven, and confident demeanor with professional representation of the company and its customers.
• Experience in customer care, sales, or contact center roles is a plus.

Benefits

• Medical, Dental, and Vision Coverage Options (MEC medical plan available after 30 days; standard group benefits after 90 days).
• Paid Time-Off and paid holidays.
• Regular raises based on tenure and performance.
• Work-at-Home Opportunities.
• Advancement opportunities.
• Fun, engaging work environment with a casual dress code.
• Cash and prize contests (e.g., computers, tablets, phones, TVs, trips, tickets, and cars).

Pay

Standard starting compensation is competitive and commensurate with experience. Regular reviews and raises are awarded based on tenure and performance.

Schedule

Flexible scheduling options are available, including multiple shifts and weekly work variations. Customized scheduling is offered to support work-life balance for busy parents, students, or others seeking control over their schedules.

Work Environment

This job operates in a professional office environment. While performing the duties of this job, the employee will largely be sedentary, required to sit or stand for long periods while using a computer and telephone headset. The employee will regularly operate office equipment, including computers, phones, copiers, and printers. Occasional movement around the office may be required to accomplish tasks, including reaching, lifting, or moving objects up to forty (40) pounds.

As an employer supporting critical clients, we have implemented measures to ensure operational continuity while prioritizing employee safety during COVID-19. These include social distancing, frequent deep cleaning, daily contactless temperature checks, travel policies, mandatory quarantines, and mask requirements when not at a workstation.