Desktop Technician

The Desktop Technician is responsible for providing technical support, maintenance, and troubleshooting services for desktop computers, laptops, mobile devices, and peripherals under the supervision of the Director of IT. A successful Technician is customer service-oriented and proactive, anticipating problems and implementing solutions to maximize the efficiency of computing resources for our users. They have an eagerness to learn and will to be a contributing member of the team, as being able to share technical experiences and learning from others is key to our culture. They ensure that all end-users' computing needs are met, and that they can work efficiently and effectively. The Desktop Technician also assists in the setup, deployment, and upgrading of hardware and software, as well as maintaining inventory records and documentation.

Essential Job Functions

Under the guidance and supervision of the Director of IT, the Desktop Technician will:

· Provide technical support to end-users, including troubleshooting hardware, software, and network-related issues.

· Escalate and follow-up on issues to provide timely resolutions.

· Set up, configure, and deploy desktop computers, laptops, mobile devices, and peripherals for new and existing employees.

· Install, update, and maintain software applications, operating systems, and security measures on end-user devices.

· Diagnose and repair hardware issues, including replacing or upgrading components when necessary.

· Assist with training end-users on proper use and maintenance of their devices and the company's software applications.

· Perform routine maintenance, including system updates, patches, and hardware cleanings, to ensure optimal performance and reduce potential security risks.

· Escalate technical issues outside of their skillset to other technical team members and route to the appropriate team member.

· Work within an environment of strict confidentiality and adhere to strict policies pertaining to confidential matters.

· Maintain a work order log to review with supervisor that contains time allocation, a detailed list of tasks completed, and outstanding tasks to be completed.

· Maintain inventory of all equipment, software, and software licenses

· Identify computer or network equipment shortages and place orders.

· Monitor user activity for potential breaches with tools available.

· Maintain company communication devices, as well as monitor compliance with company policy regarding permitted use (MiFi, hotspots, cell phones, etc.)

· Stay up to date on information technologies, security threats, and HIPAA and other relevant regulations.

Secondary Functions

· In partnership with Human Resources and program managers; manage user provisioning, access levels, and termination with respect to

o Active Directory logins, email accounts, and distribution lists

o File share permissions

o Key fob access

· Assist in the development, implementation, and monitoring of IT and security policies, procedures, best practice guides, standard operating procedures, and other related documentation for IT operations.

· Maintain database for tracking agency user accounts, such as logins, URL’s, emails, functions, etc.

· Develop and provide security awareness communications and training with agency staff via site visits, newsletter, tips and tricks luncheons, agency meetings, etc.

· Analyze and identify opportunities for growth and issues that can be amended.

· Assist with the planning and execution of projects, such as workstation refreshes and physical site moves.

· Create a schedule to obtain and maintain professional certifications.

· Participate in available professional networks.

Skills and Qualifications

· An Associate's or Bachelor's degree in Computer Science, Information Technology, Information Systems, or a related field, or equivalent experience, is preferred.

· 2-3 years of experience in a desktop support or help desk role is required.

· Strong knowledge of Windows and iOS operating systems, Microsoft Office Suite, and other common desktop applications, as well as experience with computer applications and processes related to the provision of services (i.e., Electronic Medical Records – TenEleven experience preferable) and other computer-related software such as Excel, Word, Outlook, and regulatory databases, and an excellent working knowledge of computer systems, security, network, and systems administration.

· Understanding of computer hardware, peripherals, and basic networking concepts.

· Excellent problem-solving and troubleshooting skills.

· Strong communication and interpersonal skills, with the ability to convey technical information to non-technical audiences.

· Ability to work independently and as part of a team.

· Excellent time management and organizational skills, with the ability to adapt to changing priorities and workloads.

Preferred Qualifications

· Prior experience in a multi-site support role, demonstrating the ability to manage and prioritize tasks effectively across various locations.

· Proficiency in network troubleshooting, including an understanding of LAN, WAN, Wi-Fi, and VPN technologies.

· Knowledge of cloud-based solutions and services, such as Microsoft 365 or Azure, and their integration with on-site IT infrastructure.

· Working knowledge of DHCP, DNS, Group Policy, and other Windows Server roles

· CompTIA A or similar certification is a plus.

Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Physical Demands:

· Occasional lifting of forty (40) or more pounds

While performing the duties of this job, the employee is regularly required to sit, stand, kneel, walk, crawl under desks, lift objects overhead, go up and down stairs, operate foot and hand controls, use a telephone, computer keyboard, and write. This position requires accurate perceiving of sound, near and far vision, depth perceptions, handling and working with educational materials and objects, and providing oral information.

Travel:

This position requires regular travel between multiple sites to provide on-site support and services. An agency vehicle will be provided for all work-related travel. The successful candidate must be willing and able to travel to various locations as needed to fulfill job duties, ensuring efficient and effective support across all sites.

Work Environment

The employee is expected to adhere to strict policies/regulations relative to being in a tobacco and alcohol-free workplace. Work is performed in a general office environment.

Eligibility

· A clean driving record and a valid driver's license, as the role requires the use of an agency vehicle for work-related travel.

· This position is subject to a criminal background clearance.

This job description is intended to provide a description of essential job functions that are used in order to assess employee performance. It is not an all-inclusive statement of job responsibilities.

Job Type: Full-time

Pay: $18.00 - $21.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Education:

• Associate (Required)

Experience:

• Desktop Support or Help desk: 2 years (Required)
• Windows and IOS Operating System: 2 years (Preferred)
• EMR systems: 1 year (Preferred)
• LAN, WAN, Wi-Fi and VPN technology: 1 year (Preferred)

License/Certification:

• CompTIA A (Preferred)

Willingness to travel:

• 25% (Required)

Work Location: One location

Salary : $18 - $21