Desktop Support Technician

Position Summary

The Desktop Support Technician performs maintenance and support of the IT Infrastructure needs: PC workstations, switches, printers, copiers, and VoIP system. Analyzes requirements, resolves problems, installs hardware and software solutions and answers calls/emails from internal customers to troubleshoot and resolve issues for a desktop environment. Performs desktop support and service desk role.

• Assist in the repair, inventory tracking, management, and deployment of new systems
• Upgrade existing systems
• Daily administration and maintenance of computer devices
• Daily administration and maintenance of user accounts
• Deliver end‑user support over the phone and desk side: install, configure and manage the usability of user desktop computers, peripheral equipment, and software
• Assist end-users with network support
• Available to work on a rotating basis to support the 24/7 on‑call production environment
• On‑site requirement a minimum of 4 days per week subject to change at company discretion
• Conduct computer deployment: track and execute computer hardware refreshes
• Monitor ticket system: triage incoming helpdesk tickets; work with IT staff as appropriate to determine and resolve reported problems from users
• Assist users and work within a small IT team to resolve technical problems with desktop computing/network equipment and software
• Perform printer support: troubleshoot issues with printers, copiers, and scanners
• Create and update documentation for user/IT processes, document repeatable processes and procedures
• Personal interaction with internal customers

• Perform other duties and projects as assigned

• None

• High School Diploma/GED
• 3-5 years desktop and direct end‑user contact support experience
• Experience with helpdesk ticketing system
• Good troubleshooting and problem‑solving skills
• Outstanding interpersonal, customer service and telephone etiquette skills: professional demeanor at all times; performs approximately 50% of work remotely via phone
• Strong understanding and working knowledge of classic and Azure Active Directory user and computer objects
• Effectively manage problems through all phases: analysis, resolution, troubleshooting and root cause analysis
• Working knowledge of mobile devices: iPhone, iPad; effectively troubleshoot and configure devices
• Self‑motivated, multi‑task and initiative to meet deadlines and customer satisfaction
• Strong experience in Microsoft applications and operating systems starting with Windows 10
• Excellent verbal and written communication skills; effectively converse with all levels of the company, customers, business associates
• Intermediate computer skills in Microsoft Office Suite
• Professional integrity and accountability
• Work in fast‑paced, collaborative environment

• Valid Driver’s License

• Previous experience in Rail Transportation, Supply Chain Logistics, Manufacturing and/or Oil and Gas industries
• Associate’s degree in IT or related field
• Experience working in a NOC or helpdesk environment

• None

• Work in a climate‑controlled office and routinely use standard office equipment

Occasional, as business requires.

• Estimated Starting Pay: $28.20
• Exact starting salary is determined by merit; seniority; geographic location; education, training, and/or experience related to job duties and responsibilities
• FLSA Status:
  Exempt, Not Eligible for Overtime
• Eligible for Participation - Annual Discretionary Bonus

• 401(k)
• 401(k) matching
• AD&D insurance
• Dental insurance
• Disability insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Mental wellbeing resources
• Paid Maternity leave
• Paid Parental leave
• Referral program
• Relocation assistance
• Sick time
• Vacation time
• Vision insurance

• Remain in a seated position – 80%
• Speak and hear clearly – 100%
• Lift office products and supplies, up to 20 lbs. – 20%
• Stoop, kneel, bend and reach – 10%
• Dexterity to write and manipulate keyboard and mouse – 100%