Desktop Support Technician Senior

$25.00 to $30.00 per hour

Telecommute Status

Hybrid

How many days a week at a regular work location

3 days onsite

PRIDE Industries is a fast‑paced company with a mission:
To Create Jobs for People with Disabilities while providing high quality, value‑added solutions to our nationwide customers. We are currently recruiting to fill the following position:

Under general supervision, the Senior Desktop Support Technician provides third-tier response in resolving computer systems and applications software issues that are escalated by lower level technicians; and responds to user inquiries and requests for assistance. Employees in this job class forecast new equipment needs and plan for moves and new technology introduction, as well as work directly with customers and IT staff to analyze and troubleshoot system problems, advise or instruct on solutions, and coordinate responses with other areas when necessary.

This job requires detailed knowledge of the business and its functions, a full range of technical customer support and problem‑solving skills; and the ability to evaluate and address a wide variety of computing issues.

• Supports and advises other IT technicians as well as customers in responding to escalated user issues and operational problems with the organization’s more complex computing systems.
• Provides telephone and remote access within the IT group for troubleshooting, configuration, and repair of complex issues related to networking, hardware operations and software applications.
• Studies and evaluates prior steps in resolving escalated issues, and develops and executes new trouble shooting steps until the issue is resolved.
• Forecasts new equipment requirements, and plans for moves and new technology acquisitions.
• Maintains records of all tickets worked on and annotates accordingly.
• Troubleshoots and repairs personal computers and peripheral equipment, and provides on‑site troubleshooting and repair of client networks and computers.
• Plans and coordinates system implementations at new site builds.
• May provide desk phone or cell phone support or accessories purchasing.
• Performs periodic inventory audit of all computer and telecom systems.
• Participates in documenting departmental policies and procedures.
• Maintains understanding of the company’s technology needs and strategies, and ensures policies and regulations are followed.
• May require working shifts outside of normal business hours.
• Travels to other locations approximately 30% of the time.
• Performs other duties and special projects as assigned.

• Three or more years of desktop and systems support experience in diverse IT environments;
• Excellent troubleshooting skills, especially for Windows, Networks and Telecom systems;
• Experience using remote desktop tools.
• Understanding of database structures and SQL;
• Knowledge of and skill to operate the applications supported, which include SQL Queries, Windows, Outlook and Microsoft word, Excel, Access, and PowerPoint;
• Familiarity with business systems and processes supported by systems;
• Familiarity with in‑house Contract Management System or similar product preferred;
• Initiative and follow‑through, including the ability to complete an assignment from start to finish and provide follow‑up and documentation;
• Strong problem solving and analytical skills;
• Ability to communicate effectively and respond to questions and requests from team, customers and others;
• Effective written communication skills using appropriate business English;
• Human relations skills to maintain effective working relationships with team;
• Effective customer service skills;
• Intermediate computer literacy including knowledge of word processing, spreadsheet, database and presentation software;
• Basic mathematical ability including addition, subtraction, multiplication, and division;
• Demonstrated customer service, problem solving and common sense skills.

Associates
High School Diploma or GED

Not Applicable

• Viewing computer screen/monitor
• Utilizing keyboard
• Answering phone/making calls

Work is performed in a normal…