Desktop Support Technician Level 1

What You'll Do

• Respond to and resolve new IT support requests in accordance with established SLAs and departmental goals.
• Analyze and resolve technical issues with provided hardware, software, and telephone devices in a timely and accurate fashion.
• Use Critical Thinking and Root Cause Analysis methodologies when performing trouble analysis and following through to resolution or escalation.
• Escalate problems and issues to the next level support tier, management, or vendors as stated departmental guidelines, IT Management and/or business requirements.
• Prepare and install new IT equipment, including desktop, laptop, telephone, and other required devices.
• Perform upgrades on various hardware and software solutions.
• Install and configure new IT equipment as required.
• Provide end user training for existing and planned technologies.
• Implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalate incidents to other support teams as defined by department leadership.
• Maintain the integrity and the security of the network including remote access, password access, file access, and intruder access.
• Demonstrate a vigilant approach to safeguarding every aspect of the IT environment against all malicious actors and the exploitation methods used.
• Provide support for home office and remote employees.
• Accurately record, update and document requests using the Helpdesk system.
• Conduct basic troubleshooting using verbal and other investigative methods to determine the appropriate level of support needed, resolving issues where possible or escalate to level II.
• Develop and maintain end-user documentation of various software and procedures.
• Absorb and complete deliverables as assigned or approved by IT Management.
• Perform other assigned duties as may be required in meeting company objectives.
• Communicate effectively with other departments within the organization and function within a team environment.
• Effectively communicate with the users through all stages of the resolution process.

Required Qualifications

• Strong interpersonal and communications skills and the ability to work effectively with a wide range of people in a diverse community.
• Working knowledge of networking concepts & technologies, Operating System technologies, and Security concepts.
• Excellent verbal, telephone, and written etiquette.
• Proven ability to follow instructions, work under direct or indirect supervision, and multi-task.
• Effective and efficient troubleshooting and problem-solving skills.
• Reliable and possess good organizational skill.
• Ability to lift, move and inspect computer terminals, servers, switches, printers, and related equipment.
• Ability to enter and access information from a computer.
• Capable of sitting for prolonged periods of time at a computer screen.
• Ability to operate general office equipment such as computers, copiers, fax, etc.
• Works in office conditions but may be required to visit other department locations with data processing and related communication equipment.

Education & Experience

• Associate degree in computer science (BS preferred) and/or equivalent technical certification with a minimum of 1-3 years of Information Technology work experience in a LAN/WAN environment.
• Industry recognized technical certification such as a Microsoft MCSE, Network +, Server+, or A+ preferred but not required.
• Working technical knowledge of network and PC operating systems, including the most current Desktop operating system.
• Hands-on hardware/software troubleshooting experience. Able to install, support, and troubleshoot server and PC hardware components and peripherals.
• Prior experience with a helpdesk ticketing system.
• Prior experience working with imaging software to configure and deploy computers.
• Prior experience troubleshooting multifunction-printers.