IT Desktop Support Tech I

About the role

Reporting to the IT Desktop Manager, the IT Desktop Support Technician investigates, diagnoses, and resolves most incidents that are not resolved by the Helpdesk Technician. This individual assists the Helpdesk Technician in solving basic technical problems and investigates more complex issues escalated to them. The IT Desktop Support Technician performs high-level local desktop support for onsite personnel as well as remote support using remote control tools. They rely on experience and judgment, as well as pre-established processes and procedures to identify, research, and resolve technical issues. The IT Desktop Support Technician documents, tracks, and monitors issues escalated to them to ensure timely resolution. They coordinate with management, IT personnel, and vendors as required to address issues related to existing IT systems and implementations of new IT technologies, and collaborate with peers to discuss and identify solutions.

Responsibilities

• Performs onsite installation or replacement of various hardware and software components.
• Performs diagnostic testing and analyzes test results in order to resolve issues.
• Troubleshoots and resolves trouble tickets related to technical difficulties with hardware, software, and the network.
• Triages Tier 2 and Tier 3 trouble tickets.
• Resolves desktop, application, networking, and connectivity issues.
• Collaborates with development staff to recreate issues in the test environment.
• Verifies with the customer that the issue has been resolved and updates the ticketing system.
• Interfaces with infrastructure, database, and development personnel.
• Communicates the plan, progress, and issues in a timely manner.
• Initiates escalation as appropriate to ensure management awareness.
• Actively contributes to ongoing process improvement.
• Determines root cause of problems and identifies workarounds or permanent fixes.
• Ensures workarounds and permanent fixes are documented and communicated to Help Desk Specialists.
• Escalates issues to Tier 2 support when the issue exceeds their skill set.
• Serves as Subject Matter Expert (SME) for IT desktop support.
• Actively participates in end user and Service Desk Analyst training by providing materials, conducting training, or attending training in the role of SME.
• Maintains IT equipment and supply inventories to ensure critical parts and supplies are in place to maintain systems with limited downtime.
• Administers, updates, and troubleshoots corporate telephony system.
• Contributes to documentation and Knowledge Base articles and reviews/updates on a regular basis.
• Occasional travel may be required.

Qualifications

• Associate degree in computer science or related field desired.
• 3–5 years of experience in an IT technical support position, preferably in a manufacturing or gaming environment.
• PC imaging experience is required.

Knowledge, Skills, & Abilities

• Demonstrated experience installing and supporting PCs, laptops, printers, and telecommunication equipment.
• Demonstrated experience installing and supporting macOS, Windows 10/11, Office 2019, Office 365, and other desktop-related applications.
• Knowledge of Oracle EBS systems and applications.
• Knowledge of network and server administration and troubleshooting a plus.
• Knowledge of IT technologies such as VMWare and Parallels.
• Outstanding customer service skills.
• Proven ability to keep up to date with the latest IT technologies.
• Well-developed communication skills—oral, written, and listening.
• Excellent interpersonal and motivation skills.
• Ability to work independently and in a dynamic environment.
• Strong organizational skills and ability to prioritize.
• Ability to complete multiple simultaneous projects in a timely manner.

Physical Requirements

This position operates in a professional office environment. The role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines. The employee will be occasionally required to bend, stoop, kneel, crouch, crawl, stand, walk, climb, push, pull, and lift. This includes sitting for long periods of time. Transporting of light to moderately heavy objects is required. Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer peripherals is necessary. The employee may be occasionally tasked to lift and move a minimum of 10 pounds up to 50 pounds of equipment.