IT Desktop Technician

About the Role

The IT Technician serves as the main contact for all IT services at a site, handling end‑user support and maintenance, supporting applications, networks, servers, and storage, identifying local IT needs and issues, troubleshooting problems through various channels, and coordinating with GDLS headquarters IT teams to ensure the site’s requirements are met.

Responsibilities

• Provide a single point of contact for all IT services required at the assigned site
• Responsible for all end user support and maintenance within the site, including the end-user computing environment
• Provide hands-on support as directed for application, network, server and storage towers
• Act as the IT representative identifying site IT requirements and challenges
• Troubleshoot problem areas in person, using remote tools, by telephone, and/or via chat in a timely and accurate fashion, and provide end-user assistance as needed
• Coordinate with GDLS headquarters desktop, server, storage, network, and application support teams to fulfill site requirements and needs
• Support a variety of devices at an assigned GDLS site
• Multitask effectively and resolve multiple complex computer issues concurrently
• Set, communicate, and meet realistic expectations for users and leadership when issues arise
• Design, document, and implement support procedures for legacy systems
• Clearly articulate site requirements and constraints to IT leadership
• Align IT processes and procedures with site-specific processes, standards, and workflows
• Perform onsite and remote analysis, diagnosis, and resolution of complex end‑user computer problems; recommend and implement corrective solutions, including offsite repair for remote users when required
• Accurately document equipment failures, repairs, installations, removals, moves, and changes
• Track and manage equipment sent to repair depots under warranty or service contracts
• Install, configure, test, maintain, monitor, and troubleshoot end‑user workstations and related hardware and software to meet defined desktop service levels
• Evaluate and implement performance upgrades to end‑user devices based on software technical specifications and business needs
• Collaborate with LAN technicians, network administrators, and vendors to ensure efficient operation of the end‑user computing environment
• Administer and resolve issues related to end‑user workstation networking software and associated components, as required
• Receive, triage, and respond to incoming calls, service desk tickets, email, and chat related to equipment incidents and requests
• Execute moves, adds, and changes (MAC) requests submitted by the business in a timely and accurate manner
• Liaise with third‑party support providers and equipment vendors when necessary to resolve issues or fulfill site requirements
• Ensure site requests and expectations are aligned with established IT standards, processes, and procedures
• Support network, server, storage, and application infrastructure deployed at satellite sites, including hardware installation in the datacenter and application troubleshooting
• Coordinate with site leadership on IT requirements, including facilities and other factors impacting IT services (e.g., power outages, generator and UPS testing)

Qualifications

• Bachelor’s Degree in Information Technology, Computer Science or related discipline
• OR Associate’s Degree in an IT-related discipline
• OR in lieu of degree, 10+ years of experience in a related role
• 5–7 years’ experience in desktop services, network services and/or server/storage services
• Certifications such as A+ or Microsoft MC a bonus
• Perform on-call support for remote users
• Ability to work with users of various levels of technical expertise
• Excellent technical knowledge of hardware, including desktops, laptops, tablets, smartphones, workstations and VDI
• Excellent technical knowledge of PC internal components, including drives, cards, memory upgrades
• Hands-on hardware troubleshooting experience
• Extensive equipment support experience with Dell, EMC, Cisco, etc.
• Working technical knowledge of current protocols, operating systems, and standards
• Working knowledge of DNS and DHCP
• Ability to operate tools, components, and peripheral accessories
• Able to read and understand technical manuals, procedural documentation, and OEM guides
• Ability to conduct research into PC issues and products as required
• Effective interpersonal skills and relationship-building skills
• Strong written and oral communication skills
• Ability to present ideas in user-friendly language
• Understanding of the organization’s goals and objectives
• Analytical and problem-solving abilities, with attention to detail
• Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment
• Experience working in a team-oriented, collaborative environment
• A strong customer-service orientation

Benefits

• Healthcare including medical, dental, vision, HSA and Flex Spending
• Competitive base pay and incentive pay that rewards individual and team performance, and comprehensive benefits
• 401k match up to 6%
• Educational assistance
• On-going learning opportunities
• Rewarding work environment

Schedule

Hours: 7:30 AM–4:00 PM M–F. Availability to work outside regular business hours as needed to address critical issues.