Jr. Desktop Technician

The Jr. Desktop Support Technician will provide user support at remote locations on assigned open tickets and work in collaboration with the Service Desk. The Technician is responsible for resolving customer affecting technical issues in a timely fashion in order to maintain customer satisfactions. The Technician installs, troubleshoots and maintains an extensive variety of products and equipment. The Technician will have the ability to make replacement cables from raw cable and RJ-45 connectors.

Trains employees, identifies, analyzes, and repairs product failures, orders and replaces parts as needed. Determines and recommends which products or services best fit the customers’ needs.

The Jr. Desktop Support Technician will provide user support at remote locations on assigned open tickets and work in collaboration with the Service Desk. The Technician is responsible for resolving customer affecting technical issues in a timely fashion in order to maintain customer satisfactions. The Technician installs, troubleshoots and maintains an extensive variety of products and equipment. The Technician will have the ability to make replacement cables from raw cable and RJ-45 connectors.

Trains employees, identifies, analyzes, and repairs product failures, orders and replaces parts as needed. Determines and recommends which products or services best fit the customers’ needs. The following are principal duties of the Jr. Desktop Support Technician:

• Provide on-site support for deployment and security remediation functions
• Gather analyze, and report end-user support trends
• Provide desktop, application and network application incident resolution
• Manage user installation and relocations requests

• Conduct physical inventory of assets
• Conduct scheduled and random electronic inventories
• Assist in receiving and receipting property
• Transfer of property to other organizations
• Process computer equipment for excess and disposition

• Ensure disposal policies and procedures are employed
• Ensure every device is wiped/degaussed prior to site removal

• Administer and manage encryption tools application server
• Ensure laptops are properly encrypted
• Encrypt laptops discovered without encryption
• Provide password recovery for encrypted device

• Troubleshoot system problems and repairs
• Work with support staff for remote troubleshooting and repairs

• Assist in setting up presentation devices and Video Conference units
• Set up, ensure functionality, be available during events and shut down video conferences

• Restart wiring closet cabling electronics including switches or other network devices
• Replace defective cabling electronics and simple replacement of defective cabling electronics and components such as switch blades

• Assist users with mobile communication devices (mobile phones, broadband cards, Blackberrys, and laptops) with incident support tickets
• Provide Tier 2 support in the field which includes hardware troubleshooting and OS re-install, Blackberry Exchange Server connection verification and equipment swapping support

• Ensure IT services are rendered/tested for telework users using VPN and CITRIX services
• Provide remote support services for telework/home users
• Support pre/post application releases

• Hardware Incident Resolution
• Identify and resolve hardware incidents and service requests of a consumable part

Mandatory:

• US Citizen
• High School Diploma or equivalent
• Minimum 2 years experience troubleshooting software and hardware in a customer service roles
• High degree of technical proficiency
• Excellent problem solving skills and analytical abilities
• Comptia A+

Desired:

• Minimum 6 months’ experience troubleshooting Apple Macintosh software and hardware in a customer service role
• Certification in UNIX and Microsoft Operating Systems
• Familiarity with LANDesk remote resolution and with using LANDesk to push packages to workstations to complete software installation
• Familiarity with CLAIMS 3 (C3) system
• Comptia Networking +