Desktop Support Technician

Title: Desktop Support Technician (full time/on-site)

Department: Information Technology (IT)

Reports To: Director of Information Technology

Supervises: N/A

EEO Category: non-exempt

Expected Pay Range: $38,125 - $47,250

Job Summary: Supports and maintains Kentucky Performing Arts computer systems, desktops, and peripherals. This includes installing, diagnosing, repairing, maintaining, and upgrading computer hardware and equipment to ensure optimal workstation performance. Provide end-user assistance and troubleshoot problems in a timely and accurate fashion using varied methods of communication (in person/telephone/email/chat).

Essential Duties & Responsibilities:

• Supports the mission, vision, and values of Kentucky Performing Arts while understanding and complying with company expectations, policies and procedures.
• Plans work and executes tasks independently. Adapts well to changing priorities, deadlines, and directions with a positive and open mindset. Communicates clearly, consistently, respectfully, and collaboratively when communicating on behalf of KPA.
• Participates in all appropriate internal and external meetings, as well as professional development programs to maintain competency and increase acumen.
• Effectively manages financial and physical resources to achieve the mission and goals of KPA.
• Tier 1 support for Kentucky Performing Arts employees IT issues with desktops, laptops, printers, related hardware and software.
• Conducts individual user training as needed.
• Assists Kentucky Performing Arts employees in problem areas of computer skills comprehension.
• Providing technical support across the company by responding to Help Desk requests, over the phone, email, chat, and/or in person.
• Makes sound decisions; bases decisions on fact rather than emotion; analyzes problems skillfully; uses logic to reach solutions.
• Ensure that desktop hardware and connections are properly working.
• Listens and responds effectively to customer questions; resolves customer problems to the customer’s satisfaction; respects all internal and external customers; uses a team approach when dealing with customers; follows up to evaluate customer satisfaction; measures customer satisfaction effectively; commits to exceeding customer expectations.
• Accurately record, update, and document requests using the IT service desk system.
• Installing, configuring, and troubleshooting computer hardware, software, printers/scanners and VoIP phone system.
• Account creation for new users, (computer/network, email, phones).
• Maintain an excellent level of customer service, ensuring that all customers are treated efficiently and in appropriate manner.
• Works harmoniously with others to get a job done; responds positively to instructions and procedures; able to work well with staff, co-workers, peers and managers; shares critical information with everyone involved in a project.
• Remains open-minded and changes opinions on the basis of new information; performs a wide variety of tasks and changes focus quickly as demands change; manages transitions from task to task effectively; adapts to varying customer needs.
• Assist in testing and deployment of new applications and systems.
• Assists with the completion of IT Work Orders 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.
• Manages accurate inventory and tracking of KPA computers and associated hardware using asset management system.
• Maintains high standards despite pressing deadlines; does work right the first time; corrects own errors; regularly produces accurate, thorough, professional work.
• Personally responsible; completes work in a timely, consistent manner; works hours necessary to complete assigned work; is regularly present and punctual; arrives prepared for work; is committed to doing the best job possible; keeps commitments.
• Produces an appropriate quantity of work; does not get bogged down in unnecessary detail; able to manage multiple projects; able to determine project urgency in a meaningful and practical way; organizes and schedules tasks.
• Anticipates problems; sees how a problem and its solution will affect other units; gathers information before making decisions; weighs alternatives against objectives and arrives at reasonable decisions.
• Demonstrates knowledge of techniques, skills, equipment, procedures and materials. Applies knowledge to identify issues and internal problems; works to develop additional technical knowledge and skills.
• Recognizes and accurately evaluates the signs of a problem; analyzes current procedures for possible improvements; notifies supervisor of problems in a timely manner.
• Follows detailed procedures and ensures accuracy in documentation and data; carefully monitors gauges, instruments or processes; concentrates on routine work details; organizes and maintains a system of records.
• Establishes high standards and measures; is able to maintain high standards despite pressing deadlines; does work right the first time and inspects work for flaws; tests new methods thoroughly; considers excellence a fundamental priority.
• Develops technical documentation as needed.
• Works effectively on projects that cross functional lines; helps to set a tone of cooperation within the work group and across groups; coordinates own work with others; seeks opinions; values working relationships; when appropriate facilitates discussion before decision-making process is complete.
• Uphold preset Service level agreements.
• Research new technology, and implement it or recommend its implementation either as directed or to help meet the needs of Kentucky Performing Arts Departments.
• Consult with third-party support and PC equipment vendors when necessary.
• Assist Systems Administrator with network, server, or other required upgrades.
• Other duties that may be assigned by supervisor.
  
  
  

Essential Physical and other Responsibilities:

• Ability to effectively communicate in all internal and external relationships for all essential job functions.
• Above average skills in reading, writing and speaking English.
• Ability to lift approximately (25 - 50) pounds unassisted using appropriate lifting techniques and/or devices.
• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.
• While performing the duties of this job, the employee is regularly required to talk or hear.
• The employee is frequently required to sit or stand for long periods of time, as well as stoop, bend, kneel, and crouch.
  
  
  

Education, License, and Skills:

• High School diploma or equivalent and 3-4 years experience in related field.
• Previous work related experience working in an IT support role or in a customer service related role.
• Excellent IT skills and knowledge of troubleshooting computer released issues both hardware and software as well as desktop, laptop and mobile devices.
• Preferred certifications:
• CompTIA A
• CompTIA Network
• MCP (Microsoft Certified Professional)
  
  
  

Working knowledge of the following required:

• Desktop OS: Windows 10, /Mac OSx.
• Basic understanding of Microsoft: Server, Activity Directory, DHCP, DNS, and TCP/IP.
• Basic understanding of Microsoft Office suite, and O365.
• Basic understanding of networking principles utilizing Cisco or Meraki devices.
• VoIP phone systems.
• Valid driver’s license.
  
  
  

Kentucky Performing Arts provides equal employment opportunities (EEO) to all employees and applicants for employment.

Salary : $38,125 - $47,250