Desktop Support
At the American Quarter Horse Association (AQHA) we pride ourselves on how well we care for our members and business partners around the world. Information Technology is an integral part of every organization, and we fully recognize that fact. To support our external mission, we rely on strong team members within to focus on their areas of expertise while participating in the bigger picture of who we are. Our IT department is currently looking for a skilled individual to join the team as Desktop Support.
Position Summary:
Working primarily with end user systems, analyzing issues with operating system and applications, developing processes to implement upgrades and repairs. Providing analysis of issues to quickly return system to production. Develop reports of ticketing and provide analysis of overall end user satisfaction and system productivity issues. Analyze system performance for improvements of configuration or technology. Working with End users to resolve system level issues. Provide feedback to System administrators for overall improvements.
What are we looking for:
- Knowledge of network security practices and anti-virus programs.
- Proven work experience as a Desktop Support Engineer, Technical Support Engineer or similar role.
- Working knowledge of office automation products and computer peripherals, like printers and scanners.
- Ability to perform remote troubleshooting and provide clear instructions.
- Fantastic installation, diagnostic, upgrade, and restoration abilities.
- Associate or Bachelor's degree in Computer Science, Information Technology, System Administration, or a closely related field, or equivalent experience required.
Responsibilities:
- Stay updated on new developments in, and analyze reviews of, computing technologies.
- Receiving and documenting requests for support.
- Configuring new desktops, laptops, printers, and similar devices.
- Performing routine inspections and upkeep of existing installations.
- Updating computer operating systems and other important software, as needed.
- Substantiating requests for hardware and software purchases and upgrades, if appropriate.
- Providing suggestions on appropriate training for staff.
- Address user tickets regarding hardware, software and networking.
- Walk customers through installing applications and computer peripherals.
- Ask targeted questions to diagnose problems.
- Guide users with simple, step-by-step instructions.
- Conduct remote troubleshooting.
- Test alternative pathways until you resolve an issue.
- Customize desktop applications to meet user needs.
- Record technical issues and solutions in logs.
- Direct unresolved issues to the next level of support personnel.
- Follow up with clients to ensure their systems are functional.
- Report customer feedback and potential product requests.
- Help create technical documentation and manuals.
- All other duties as assigned.
Details
- Full-time position available.
- Monday – Friday, 8am – 5pm.
- This position is on-site only at our headquarters in Amarillo, Texas.