Desktop Support Technician

Job no: 504575

Department: Office of Information Technology

Work type: Staff Full-time Non-Exempt

Location: Alabama

Categories: Information Technology

The Desktop Support Technician I position is an associate-level role that will provide end-user desktop support to a variety of departments. Attention to detail, problem-solving, user-focused support, and effective communication are key skills, along with the ability to prioritize work appropriately.

• Ensure optimal performance of desktop hardware and systems through tasks such as file share management, driver configuration, data integrity measures, virus remediation, and preliminary troubleshooting for escalation.
• Offer user consultation and guidance on IT-related matters, adhering to and supporting OIT policies and procedures.
• Provide comprehensive support for desktop software, addressing user inquiries and resolving issues concerning installation, configuration, operation, and performance.
• Assist users with common issues related to core applications such as Microsoft Office, Adobe Acrobat, and Google Workspace.
• Provide initial network troubleshooting for end-users and support the registration of devices on the network.
• Diagnose and resolve technical issues in a timely manner, providing regular updates and maintaining effective communication with users.
• Document all support activities within the ticketing system, including ticket creation, management, escalation, and resolution.
• Employ UAH's two directory services and integrated tools to centrally organize resources, manage access, and maintain control. Proactively use these technologies to secure devices, ensure their upkeep, and deliver excellent user and device support.

• Collect user requirements, prepare quotes, and assist in technology procurement. Enforce hardware and software standards.
• Configure laptops and desktops to standard specifications, including security and backup software installation, data migration, and peripheral device connection.
• Assist with the procurement and setup of peripheral devices.
• Install and update operating systems and software.
• Manage client interactions from purchase through installation, training, and maintenance of computer systems and related equipment, including asset management for inventory and cybersecurity.

• Partner with OIT and external resources to ensure timely resolution of user-reported technical incidents.
• Promote a communicative team environment by openly sharing requests for help, information on widespread outages, and identified problem trends.
• Proactively report emerging trends, complex technical challenges, and situations where user expectations require management to the direct supervisor.
• Identify and document opportunities for service improvement, contribute to the knowledge base, and participate in cross-training and technical documentation efforts.
• Collaborate with and mentor student workers, assigning tasks as appropriate and taking ownership of reviewing their work to ensure quality and foster their technical development.
• Offer support to teammates, especially during absences or periods of high workload, to ensure consistent service delivery.

• Attend and engage in all mandatory OIT meetings.
• Maintain current knowledge of relevant technologies and service delivery best practices through active participation in training or self-study.
• Fulfill other duties as assigned.

• Associate’s degree and a minimum of 2 years of full-time, verifiable IT work experience or an equivalent combination of education and years of experience.
• Highly developed verbal and written communication skills, with the ability to present technical information clearly and professionally to both technical and non-technical audiences.
• Possesses the ability to instill confidence and trust in customers through professional demeanor, ongoing communication, and effective issue resolution. Exhibits strong interpersonal skills to build positive relationships with users and actively listens to their needs.
• Contributes insights towards service improvements and a better user experience based on user interactions and feedback.
• Demonstrates the ability and initiative to conduct independent research and testing to effectively resolve technical challenges and continuously expand technical knowledge.
• Strong initiative and the ability to work independently,…