POSITION SUMMARY:
The Desktop Support Technician will provide level 1 and 2 support and daily workstation infrastructure problem resolution to all Roeslein Employees and its remote locations. This support includes in-depth troubleshooting of hardware and software in a Windows environment in addition to deploying, refreshing, and moving hardware and software for associates. Hardware includes PCs, laptops, Macs, phones, printers, copiers, projectors, and all necessary hardware/parts for each. The Technician provides technical support to employees via phone, e-mail, remote control tools and desk-side visits. The Technician will also work with various 3rd party companies to provide necessary support and/or service for all hardware/software supported.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Provide effective and creative solutions on Help Desk related issues to ensure satisfaction and productivity.
- Provide end user desktop training.
- Manage basic changes and additions to the company telephone systems.
- Maintain an accurate inventory of all computer and peripheral equipment.
- Maintain and track all software licenses and notify management when licenses need to be ordered or renewed.
- Ensure that hardware lifecycle procedure is maintained.
- Assign, redirect and escalate all Help Desk tickets (web, email or phone, e.g.) to the appropriate IT resource in a timely manner.
- Install software, modify settings, replace hardware, etc. to resolve user issues; resolve desktop and network issues to restore service; and remove/uninstall software products.
- Execute hardware/software deployment projects.
- Performs software installation, configuration and troubleshooting. Upgrades software packages, and applies updates and fixes to any existing software products.
- Configure and troubleshoot printers, scanners and other peripheral devices; and remove/uninstall hardware.
- Uses configuration management and ticket processes to document support actions taken.
- Develop and maintain relationships with employees at all locations.
- Conduct activities in a safe and healthy manner and work in accordance with established safety and company requirements.
OTHER DUTIES AND RESPONSIBILITIES:
- Promote a positive working environment in order to achieve the organization’s goals.
- Perform other duties as assigned.
WORK ENVIRONMENT:
Work is performed in an office and uncontrolled atmosphere. Exposure to harsh conditions—such as: dust, fumes, chemicals, hazardous materials, noise, and varying weather and temperatures—for short periods of time is possible. All employees are required to follow safety standards and wear all personal protective equipment in designated areas.
PHYSICAL DEMANDS:
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. While performing the duties of this position, the employee is regularly required to walk, stand, use hands and fingers, grip, handle or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch or crawl; and talk and hear. Ability to lift and carry 10 lbs. on a regular basis is required.
KNOWLEDGE / SKILL / ABILITY / EDUCATION / EXPERIENCE:
- Bachelor’s degree in a related field is required.
- 3 years of experience in a desktop support, help desk, or related position is required.
- Proficient in Windows Desktop Operating Systems (7-10), Microsoft Office and familiar with tracking software.
- Experience with Ghost or other imaging software.
- Basic understanding of Windows Active Directory.
- Basic understanding of networking.
- Basic level proficiency with batch scripting and dos commands.
- Can effectively train users on desktop software.
- Able to work in a fast paced environment.
- Will be a self-sufficient worker.
- Excellent communication skills; both oral and written is required.
- Exceptional attention to detail.
- Excellent organization and planning skills.
- Ability to effectively learn and acquire new knowledge and skills.
- Computer skills and an in-depth knowledge of Microsoft Windows based programs are required.
- Requires effective time management skills, personal conduct, and change management abilities.
- Ability to effectively interact with co-workers, clients, vendors, and other business contacts.
- Must comply with Roeslein & Associate’s core values for the safe and efficient operation of the business and maintain sound relationships among and with employees.
Required Skills
Required Experience