IT Support Tech Tier 1

JOB SUMMARY
The Desktop Support Tech role is a member of the TDS infrastructure team assisting end users with support and maintenance within the organization's desktop computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment (including but not limited to PC, servers, printers, phones, and network) to ensure optimal workstation performance and end user experience.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Install, upgrade, support and troubleshoot for printers, computer hardware, cloud phone system and any other authorized peripheral equipment
• Performs general preventative maintenance tasks on computers, laptops, printers, cloud phone system and any other authorized peripheral equipment
• Returns defective equipment/parts to maintenance inventory, documents customer repairs, maintains and restocks assigned parts inventory to insure proper spare parts levels
• Responsible for ensuring that security measures are maintained for computers, notebooks or other mobile devices that access the network
• Providing Tier 1 support for computers, laptops, printers, telephones and any other authorized peripheral equipment the System Admin will escalate the issue/problem to other Senior System or Infrastructure Manager
• Document all incidents, problems and changes in IT Service Management system to meet or exceed SLA’s
• Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software
• Use tools and methodologies to image, load, copy and/or customize Windows operating system configurations for deployment
• Provides backup support and assistance to the System Administrators as needed for both Windows servers and VMware environment
• Responsible for tracking hardware and software inventory using IT Service Management system
• Familiarize end users on basic software, hardware and peripheral device operation
• Take ownership and responsibility of questions, issues and problems assigned to Desktop Support
• Works with vendor support contacts to resolve technical issues within the desktop environment
• Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible
• Operates within, enforces, and suggests modifications and additions to desktop standards and guidelines
• Develop sound understanding of IT operations and related applications and IT systems as well as business related processes and procedures
• Maintain adequate knowledge of operating systems and application software used to provide a high level of support
• Maintains and consistently demonstrates a general knowledge of company guidelines, processes, practices and procedures
• Handle at 8am to 5pm shift M-F and may be expected to work out side of those standard hours from time to time to assist with any ongoing IT projects.

WORKING CONDITIONS

• Regular business hours, Monday – Friday.

KNOWLEDGE & REQUIREMENTS

• Minimum 3 years of desktop support experience
• Proficient knowledge and skills in switches, routers and firewalls
• Extensive knowledge with TCP/IP protocols and principles
• Ability to prioritize tasks and projects appropriately
• Analytical, conceptual and progressive thinker; organized planner
• Independent problem-solving, self-direction
• Familiarity with VoIP and/or Cloud based telephone system concepts and administration
• Windows Server Operating Systems
• Knowledge of attack vectors (malware, web application, social engineering, etc)
• Investigating compromised systems, malware, rootkits, packet captures, and security incidents
• Experience with patch management
• Experience with Antivirus and Malware management
• Excellent written and verbal skills
• Certifications are a plus

EDUCATION & EXPERIENCE REQUIREMENTS

• Minimum 1 years of desktop support experience, 3 preferred
• Certifications are a plus

PHYSICAL 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.

• Frequent sitting in stationary position at a desk
• Occasional standing, walking, stooping, kneeling, squatting, and climbing stairs
• Occasional twisting of body
• Occasional reaching by extending hands and arms in any direction
• Occasional lifting, pulling, or pushing