Desktop Support Technician I (Contract)

Essential Functions

• Identifies, researches and resolves basic level two issues and known problems for internal users.
• Provides two factor token support.
• Provides iPhone and MiFi support.
• Works efficiently utilizing a ticketing system that must be kept current with full disposition details.
• Performs supervised administration and maintenance of Active Directory users and groups.
• Tracks, monitors and coordinates with senior technicians to ensure timely resolution to problems.
• Communicates courteously and effectively with end users in problem resolution process.

Minimum Qualifications

• A high school diploma or GED.
• At least 1 year of experience supporting customers as a desktop support technician or related IT experience.
• 1 year of experience performing first level troubleshooting of WAN/LAN, VPN connections, and desktops.
• Working knowledge of Windows 11 Operating Systems, Microsoft Exchange Administration tools, Microsoft Office Suite applications, software installations.
• Basic knowledge of Microsoft Network Infrastructure and Architecture layout.
• Strong attention to detail.
• Ability to identify problems, review information to develop and evaluate options.
• Working knowledge of Microsoft office, including skills with Word, Excel, and Outlook.
• Good communication, interpersonal and customer service skills, including attentive and active listening to identify and address customer needs.
• Ability to build and maintain strong professional relationships.
• Ability to work efficiently and accurately under pressure, meet deadlines, present a professional demeanor and work well independently.
• Strong organization skills, including the ability to multi-task and manage multiple projects to meet various deadlines in a fast-paced environment.
• Customer service skills including the ability to manage and respond to different customer situations while maintaining a positive and friendly attitude.
• The ability to troubleshoot, organize and solve problems with a can-do attitude and the ability to adjust to changing requirements.
• US Citizen or US National only.

Physical Requirements

• Employee must be able to perform essential functions and physical requirements of position with or without reasonable accommodation.
• Working conditions consist of a normal office environment.
• Work is primarily sedentary and requires extensive use of a computer and involves sitting for periods of approximately four hours.
• Work will require standing, walking, kneeling, bending and reaching to identify asset information on fixed hardware.
• Must be able to lift up to 50 pounds occasionally and/or negligible amount of force frequently.
• Requires visual acuity and dexterity to view, prepare, and manipulate documents and office equipment including personal computers.
• Requires the ability to communicate with internal and/or external customers.