Desktop Support Technician

We are a multidisciplinary electrical firm with the in-house expertise to plan, construct, install, and fully integrate a full range of electrical, control, and telecom systems. We offer a comprehensive line of innovative electrical solutions, performing work collaboratively—under one roof—to help us lower costs, increase accuracy, and promote project efficiency.

The Desktop Support Technician I (DST) role is to provide a single point of contact for end users to receive support and maintenance within the organization's desktop computing environment. This includes installing, maintaining and upgrading all PC hardware, mobile devices and equipment to ensure optimal performance. The person will also do basic troubleshooting (in person, by telephone, or via email) in a timely and accurate fashion and provide end-user assistance when/where required.

Will escalete to level II techs with complex issues.

#dynor

Desktop computer support

• Address user tickets regarding hardware, software and networking (Basic troubleshooting issues from the support ticketing system)
• Guide users with step-by-step instructions (help create technical documentation and manuals)
• Follow up with internal customers to ensure work stations are functional (validate the mounted drives are available, printer services are working, email is available)
• Conduct remote troubleshooting (ask targeted questions to diagnose problems, test alternative solutions until issue is resolved, direct unresolved issues to the next level of support personnel, record technical issues and solutions in logs)

Mobile device support

• Mobile phone configuration (assign phone to specific user, configure email, deploy required applications, set device security, validated by level III tech)
• Tablet configuration (assign tablet to specific user, configure required applications, device security, validated by level III tech)

Asset inventory management

• Enter new equipment into tracking system database (receives equipment, deploys asset tag, records equipment specifications and serial numbers)
• Retires out of date equipment securely (retires equipment from the asset database, stores equipment securely until ready for proper disposal)
• Audits systems for proper security software and configurations (as assigned by the IT Manager or Lead)

Computer setup

• Computer imaging (use of Intune to apply the current image, using the computer naming standard, creation of the user account and accesses)
• Software installation (install user specific software per user manager instructions)

• Minimum 1yrs experience as a Desktop Support Technician I or similar role
• Excellent verbal and written communication skills
• Experience with current Windows OS
• Experience with Microsoft O365, Apple IOS, Citrix, MDM environment.
• Experience in responding to ticket-based support system
• Great customer service skills
• Great problem-solving skills
• Ability to multi-task in a fast–paced work environment

The physical demands described here are representative of those that must be met by a DST I to successfully perform the essential functions of this job.

The DST I is occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl. The employee must be able to lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Direct reports

None

Office-based, in a temperature-controlled environment. Typical working hours for the DST I are generally Monday – Friday during normal business hours.

• Health & Welfare (medical, dental & vision)
• 401(k)
• 401(k) match
• Paid time off
• Paid holidays
• F…