IT Desktop Support Technologist

Position

IT Desktop Support Technologist I

Birmingham, AL

Job : 4370

# of Openings: 1

Discover a career where your work truly matters. Southern Research has been translating science into real‑world solutions since 1941. Join our innovative team and enjoy benefits like medical, dental, vision, 401(k) match, life insurance, PTO, an employee assistance program, and more.

The Desktop Support Technologist I serves as a member of the Information Technology team and acts as the 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, 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.

• 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, escalation, 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 elevate 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.

This position requires US citizenship.

• 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 365, VPN client, Encryption and Anti‑Virus software.
• Demonstrate knowledge and experience in general IT domains such as network, server, storage, MS Active Directory, etc.
• Able to respond to calls outside regular business hours when necessary

• Associate degree in Computer Science, MIS, Information Technology or related discipline.
• Experience supporting Apple macOS devices, including setup, troubleshooting, system updates, and application management.
• Previous customer service experience strongly desired.
• Overall knowledge on IT hardware and software procurement and renewal processes.

• 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…