IT Desktop Support Technologist

IT Desktop Support Technologist I

General Summary

The Desktop Support Technologist I serves as a member of the Information Technology team and acts as main escalation point for technicians in various locations. Communicates highly technical information to both technical and nontechnical personnel. Provides day-to-day technical support, configuration and troubleshooting, to all users' endpoint systems -desktops, laptops, thin clients, phones, smart phones, tablets, printers - software and hardware. Assists with recommendations for hardware and software solutions, including new acquisitions and upgrades for all end point devices. Participates in development of information technology and infrastructure projects with all other areas of IT.  Assist with the evaluation of specialized client software applications to ensure that basic configurations are considered for the continuous support and management. Assists with review, documentation, procurement, and licensing for software within the organization.

Responsibilities:

• Primary responsibility is end user support and customer service. Follow the service desk standard operating procedure of accurately logging and resolving all tickets using ticket-tracking software.
• Respond to requests for technical assistance in person, via phone, electronically.
• Troubleshoot, escalate and resolve issues associated with desktops, laptops, network, printers, remote access and file shares.
• Assist staff with the installation, configuration and ongoing support of desktop computers, peripheral equipment and software.
• Works with vendor support contacts to resolve technical problems with desktop computing equipment and software.
• Ensure desktop computers interconnect seamlessly with diverse systems including associated specialized equipment, file servers, email servers and antivirus applications.
• Use IT support request system to document, prioritize, and track requests.
• Researching, learning, and evaluating new software and hardware.
• Documents systems, processes and procedures.
• Maintain inventory of equipment.
• Identify and escalate situations requiring urgent attention - redirect problems to appropriate technical resources.
• Track and route problems, requests, and document resolutions. Become familiar with each department and their respective applications. Learn fundamental operations of commonly used software, hardware, and other equipment.
• Provide support for any new/changed helpdesk process.
• Perform other duties as may be required by supervisor.

Citizenship 

The position requires US Citizenship.

Minimum Qualifications: 

• 3+ years' experience in Helpdesk/Desktop Support environment, including the ability to diagnose and resolve technical hardware and software issues.
• 3+ years' experience with installation and support of: Windows OS client, Microsoft Office, VPN client, Encryption and Anti-Virus software.
• Demonstrated knowledge and experience in general IT domains such as network, server, storage, MS Active Directory, etc.

Preferred Qualifications:

• Associate degree in Computer Science, MIS, Information Technology or related discipline.
• Experience administering PCs in a classified environment.
• Previous customer service experience strongly desired.
• Overall knowledge on IT hardware and software procurement and renewal processes.

Interpersonal Skills

• Excellent interpersonal and customer service skills; friendly presence and helpful attitude; ability to work well with others.
• Excellent communication skills, both written and verbal; good presentation skills.
• Ability to provide technical support over the phone; good phone skills, professional demeanor.
• Requires a high degree of organizational and project management skills.
• Must be able to work under stress with short timelines.
• Ability and affinity to succeed in a fast paced environment while multi-tasking.
• Ability to manage time effectively, multi-task and adapt to changes quickly in a fast moving environment.
• Able to work a flexible schedule, weekends, holidays or on call as needed.
• Good problem solving skills; ability to visualize a problem or situation and think abstractly to solve it.
• Creativity. Ability to work around problems and come up with creative solutions.
• Ability to work with or without direct supervision.
• Exercise patience and professionalism during stressful situations.
• Must be a team player and cultivate partnerships within the organization.
• Occasional short notice travel might be required.

Work Environment & Physical Demands

• This position is typically located in an office environment
• Ability to stand for extended periods of time
• Ability to sit for extended periods of time
• Ability to work on a computer for extended periods of time
• Ability to lift up to 50lbs

Certifications, Licenses & Registrations

Security+ certification (or similar) is helpful.