JOB TITLE: Desktop Support Technician

JOB SUMMARY:

Under the direction of the Information Systems Director, the Desktop Support Technician's role is to support and maintain organizational computer systems, desktops, and peripherals. That includes installing, diagnosing, repairing, maintaining, and upgrading all organizational hardware and equipment while ensuring optimal workstation performance. The position will also troubleshoot problem areas (in person, by telephone, or via ticketing system) in a timely and accurate fashion and provide end-user assistance.

DUTIES AND RESPONSIBILITIES:

• Perform on-site analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions, including off-site repair for remote users as needed.

• Install, configure, test, maintain, monitor, and troubleshoot end user and network hardware, peripheral devices, printing/scanning devices, presentation equipment, software, and other products to deliver required desktop service levels.

• Construct, install, and test customized configurations based on various platforms and operating systems.

• Collaborate with Technology team members to ensure efficient operation of the organization's desktop computing environment.

• Ensure that desktop connections, network jacks are in proper working order.

• Work with third-party support and PC equipment vendors.

• Perform related duties consistent with the scope and intent of the position Process of incoming calls to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.

• Follow policies and procedures.

• Manage tickets in Service Now ticketing system

• Identify, develop, and implement knowledge-based articles in support of operational duties.

• Other duties as assigned.

REQUIRED SKILLS AND ABILITIES:

• Extensive knowledge of computer hardware, including laptops, desktop management tools, vulnerability, and patch management experience

• Experience with desktop and server operating systems Windows 10 deployment.

• Proven track record of meeting SLAs and Service Desk deliverables

• Strong customer service orientation.

• Proven analytical and problem-solving abilities.

• Ability to effectively prioritize and execute tasks in a high-pressure environment.

• Good written, oral, and interpersonal communication skills.

• Exceptional interpersonal skills, with a focus on listening and questioning skills.

• Ability to conduct research into issues and products as required.

• Ability to present ideas in business-friendly and user-friendly language.

• Highly self-motivated and directed.

• Keen attention to detail.

• Team-oriented and skilled in working within a collaborative environment.

EDUCATION AND EXPERIENCE:

• AA or BS in computer science, information technology or related field

• Extensive application support experience with Help Desk ticketing systems.

• Experience with desktop and server operating systems Windows 10 deployment.

PHYSICAL REQUIREMENTS:

• The ability to lift 50 lbs. unassisted

• The ability to sit, crouch, bend, and reach for extended periods of time

BENEFITS:

• Medical, Vision & Dental

• FSA Medical & Dependent

• Supplemental Benefits (i.e. Cancer, Disability, Accidental and Life)

• 401K

• Paid Time Off

• Paid Holidays

ABOUT US:
Approved Transportation and Warehousing, Ltd., part of The DeWitt Companies, is a fourth-generation family owned group of companies that include: DeWitt Move Worldwide, Royal Hawaiian Movers, Royal Alaskan Movers, DeWitt Guam, and Approved Forwarders.

https://www.thedewittcompanies.com/ccpa/
Equal Opportunity Employer

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