Overview

The Desktop Support Technician works with the IT Team to administer and support all end-use laptop/desktop needs across the company. This role has a significant impact on assisting all coworkers with the technical needs they have to perform their roles, and has a significant impact on the company’s performance. The Desktop Support Administrator is not a management position. 

All applicants must be authorized to work in the United States.

Responsibilities

• Provide technical support and assists users in the use of a variety of hardware devices, including laptops and mobile devices, and software packages. 
• Create new environments, troubleshoot PC hardware, peripheral hardware
• Ensures workstation configurations conform to company's specifications and policies
• Maintains documentation for workstation assembly, workstation load, workstation configuration and quality assurance procedures creating reports as requested or needed
• Troubleshoots basic workstation problems directly for the internal customer
• Troubleshoots and resolves basic hardware and software problems using diagnostic tools to determine if the problem is due to equipment, network, or application errors; referring the more complex problems to senior staff
• Performs installation, upgrades, troubleshooting, and de-installation of all workstation hardware and software
• Work with Network Administrators to help troubleshoot and address IT infrastructure issues
• Performs installation and configuration of common LAN devices (e.g., hubs, printers, scanners, modems)
• Performs printer installation, configuration and troubleshooting on the LAN
• Requires support of board members’ and corporate officials’ workstations, software and peripherals
• Coordinates with other departments, such as Infrastructure Engineering, Network Services, Telecom, Service Desk, and Information Protection, to ensure their workstation and LAN requirements are met
• Provides timely and accurate updates to company’s problem management reporting systems
• Work with customer-facing Technical Support team in resolving on premise issues for customers
• Other duties as assigned

Qualifications

Experience & Education:

• Associate's degree in Computer Science, Information Systems, related field, or equavilent experience
• Bachelor's degree, preferred
• 2-3 years of current experience in a position responsible for supporting, maintaining, and troubleshooting desktop computers and laptops, in both Windows and Mac environments
• Exposure to Windows Server Support
• Experience with VM Ware tools and technologies
• Experience with storage devices and backup procedures

Required Skills:

• Demonstrated knowledge of Windows servers and desktop products
• Ability to work with MacBooks and other Apple hardware
• Demonstrated working knowledge of current communications devices and protocols, server and desktop technologies
• Knowledge of Windows 7/8, Windows server 2008/2012, Exchange, SharePoint, SalesForce and MacOS
• Understanding of network administration and Active Directory environments
• Knowledge of office phone systems a plus
• Experience installing, configuring, and maintaining all manners of PC and server hardware
• Highly developed verbal and written communications
• Ability to manage multiple projects, activities and tasks simultaneously