Desktop Technician

Ted Pella, Inc. is seeking candidates for a full-time Desktop Technician or Associate Desktop Technician, depending on experience,to join our team of IT professionals to provide onsite frontline primary technical support to end users on various computer issues,lifecycle upgrades, and problems relating to hardware, software, and peripherals. This position reports to the IT Manager.

• Provide exceptional user experiences through customer focused support.
• Identify, evaluate, prioritize, remediate, and maintain ownership of customer problems to ensure that issues are resolved appropriately.
• Serve as the primary technical contact for the installation, configuration, and ongoing usability of desktop/laptop computers, peripheral equipment, printers, copiers, IP-based desk phones, mobile devices, and client-side software within established standards and best practices.
• Provide support and maintenance of the business phone, voicemail, and UC systems.
• Perform desktop moves, additions, and changes as requested by management.
• Resolve and/or refer more complex technical problems through a defined escalation process to ensure that issues are resolved in a timely manner.
• Work with vendor support contacts to resolve technical problems with computing equipment and software.
• Generate, document, and communicate the status of support requests using a service management system.
• Assist with IT related projects as assigned by the IT Manager. Work with the IT team and other members of the business to see to them to completion.
• Evaluate functional IT needs to determine specifications for purchases, work with the IT Manager to obtain approval, and the procurement staff to acquire new equipment.
• Maintain an inventory of all desktop computing IT assets.
• Assist in training new and existing users on the proper use of IT resources.
• Other duties as assigned.

• A High School diploma or equivalent is required. An AA degree in information technology or related field is preferred, or the equivalent combination of education, training and experience.
• Minimum of 3 years of experience in diagnosing, troubleshooting, repairing, and building desktops, laptops, and peripherals for the Desktop Technician level.
• Previous experience with client network connectivity and protocols, including Ethernet, TCP/IP, DNS, DHCP, 802.11 and POTS.
• Previous experience installing, imaging, configuring and maintaining desktop operating systems, including Windows 11.
• Previous experience installing, configuring and supporting desktop applications, including Microsoft Office 2021 or Office LTSC (Word, Excel, Access, Power Point, Outlook).
• Previous experience installing, configuring and maintaining printers, copiers, fax machines, scanners, and related peripherals.
• Previous experience installing, configuring and maintaining business class VOIP phones, voicemail, UC, and conferencing equipment.
• Previous experience installing, configuring and maintaining mobile devices, including iPhones, iPads, iOS is desirable.
• CompTIA A+ certification, CompTIA Network + or equivalent experience is required; or willingness/ability to obtain.
• Preference will be given to candidates with training, experience or certification in IT or networking, and previous help desk or call center experience.
• Exceptional customer service and interpersonal skills with the ability to build effective relationships.
• Experience working in a team-oriented, collaborative environment.
• Strong analytical and problem-solving abilities with a keen attention to detail.
• Self-motivated with the ability to effectively prioritize and execute tasks under pressure.
• Ability to patiently and tactfully educate users on the proper use of computer equipment and operating procedures in…