IS Desktop Support Tech

Overview

Job Summary

 

Under minimal supervision, the IS Desktop Support Technician is responsible for ensuring stable operation of personal computers, laptops, printers, telephony, WiFi, mobile devices and AV equipment within Home Office. This position also troubleshoots software and hardware failures, identifying network problems, providing desk side support to identify, and evaluating and solving end-user workstation problems.

The IS Desktop Support Technician takes pride in not only their ability to keep Home Office completely functional, but in their ability to provide outstanding customer service, to maintain cooperative working relationships, and to conduct themselves in a respectful and professional manner is critical.

 

Responsibilities

Key responsibilities include the following essential functions, but are not limited to:

Perform installation, repair, and preventative maintenance of personal computers, laptops, printers, telephony, WiFi, mobile devices and AV equipment

Identify, evaluate and solve end-user workstation problems

New crew member onboarding – ensure workstation is complete and fully functional upon arrival

Maintain Samanage ticketing platform by creating, resolving, and following-up on each ticket to ensure the issue is resolved to staff member’s satisfaction

Maintain network security by providing anti-virus installations, malware scans and removal

Train end users on security awareness and best practices

Provide routine maintenance and updates to hardware and software

Install, troubleshoot, repair and support printer software and hardware

Asset management – deploy new and de-commission old PC’s; update changes in inventory

Support Mac OS and OSX applications

Image desktops and laptops for deployment – Windows 7 and Windows 10

Ensure all service levels are met. Communicate with management and end-user all issues that may inhibit expected timelines

Liaison and point of contact to vendors when equipment repairs, and maintenance is required

Create and maintain support documentation based from resolution of troubleshooting issues

Execute other assigned tasks as delegated by IS management

 

Although this is a general outline of job responsibilities all employees are expected to be “hands on” and do whatever it takes to get the job done and make the company thrive.

Qualifications

Education, Skills & Experience

Bachelor’s Degree in Information Technology or equivalent education and experience combined is required

Requires a minimum 2 year of experience in desktop support

Experience in assembling/disassembling computer hardware and components

Experience with software installations of desktop applications

Experience installing and supporting Office 365 and Creative Cloud applications

Experience in managing Active Directory

Experience in ITSM system (Service Now, Remedy, Samanage)

Troubleshooting abilities including Windows 7/10, Microsoft Office, network infrastructure, network configuration, telephony and PC hardware

Takes initiative to improve communication, organization and execution of tasks, plans projects

Communicates effectively, written and verbal, across all departments

Design solutions to help increase productivity for end users and present ideas to IT management

Passionate commitment to world class customer service

Self-starter with the ability to quickly learn new technologies and effectively apply them to business processes

Ability to effectively multi-task without sacrificing accuracy; must be able to prioritize issues as they arise

 

This job description is not an employment contract: it does not guarantee you a job or that the above listed duties are the limit of your responsibilities.  Your job and job description are subject to change with and without notice.  You are required to accomplish any and all tasks assigned to you by your supervisor and/or other corporate supervisors that may not be listed in this job description.

 

 

 

Physical Demands:                             Light

Key for Physical Demands:                N = Never

                                                      O = Occasional; 1-33% of time

                                                      F = Frequent; 34-66% of time

C = Constant; 67-100% of time

   Activity

Frequency

Activity

Frequency

Activity

Frequency

 

N

O

F

C

 

N

O

F

C

 

N

O

F

C

    Lift/Carry:

 

 

 

 

Push/Pull:

 

 

 

 

Walk

 

X

 

 

     10 lbs or less

 

 

X

 

15 lbs or less

 

X

 

 

Sit

 

 

X

 

     11-20 lbs

 

 

X

 

16-30 lbs

 

X

 

 

Stand

 

X

 

 

     21-50 lbs

 

X

 

 

31-50 lbs

 

X

 

 

Fine motor manipulations

 

 

 

X

     51-100 lbs

 

X

 

 

51-100 lbs

X

 

 

 

Gripping

 

 

X

 

     100+ lbs

X

 

 

 

 

 

 

 

 

Squat/kneel

 

X

 

 

 

 

 

 

 

 

 

 

 

 

Bend

 

 

X

 

    Drive:

 

 

 

 

Computer:

 

 

 

 

Twist/turn

 

 

X

 

     Manual

 

 

 

 

Data entry

 

 

 

X

Crawl/Climb

 

X

 

 

     Automatic

 

 

X

 

Use of mouse

 

 

 

X

Reach outward

 

 

 

X

 

 

 

 

 

 

 

 

 

 

Reach above chest

 

X

 

 

                                                     

 

Environmental Demands:                             N = Never

Key for Environmental Demands:                 O = Occasional; 1-33% of time

                                                                  F = Frequent; 34-75% of time

                                                                  C = Constant; 76-100% of time

 

   Demand

Frequency

Demand

Frequency

Demand

Frequency

 

N

O

F

C

 

N

O

F

C

 

N

O

F

C

    outside work

 

X

 

 

sharp tools/equipment

 

X

 

 

chemicals

 

X

 

 

    cold

 

X

 

 

noise

 

 

X

 

dust/fumes

 

X

 

 

    heat

 

X

 

 

contact stress

 

X

 

 

vibration

 

X

 

 

    wet/humid

 

X

 

 

heights

X

 

 

 

congested worksite

 

X