Desktop Support Technician I
General Statement (Summary of duties & responsibilities):
STA’s Service Desk team provides both remote and field support. The Desktop Support Technician I is responsible for installing and maintaining basic computer equipment, software, applications, printers, and peripherals. Troubleshoots basic issues and provides support for Service Desk operations. Monitors systems performance, identifies system malfunctions and responds to alerts. The Desktop Support Technician I is also responsible for first response in answering, commenting, and replying to open incidents and service requests in the IT service management solution. This position is responsible for software and account management, asset management and general day-to-day requests as well as being accountable for troubleshooting and resolving problems of the computer, telephone, and television systems including network, email, applications, computer hardware, and STA phone systems, mobile and office equipment for both onsite and remote employees. The Desktop Support Technician I fulfill requests for daily moves, adds, and changes to the infrastructure.
Education and Work Experience Qualifications:
Required: High School Diploma; Preferred: Bachelor’s degree in MIS, CS or related field
Required: 6 months or more experience in desktop, mobile computing and/or network, including problem analysis/resolution, and installation.
CompTIA A+ certification preferred.
Strong knowledge and experience of network server installation/maintenance, microcomputer hardware/software support, switch configuration, WAN management and PBX Telephony.
Demonstrates experience working with the latest versions of Microsoft Windows, Microsoft Office, and other standard office applications.
Demonstrates ability to troubleshoot technical issues and work through to completion.
Ability to identify process improvement opportunities.
Demonstrates ability and motivation to provide a high level of customer service.
Ability to work both independently and as part of a team.
Ability to cope with high levels of stress and to handle a heavy workload.
Ability to meet assigned deadlines.
Excellent communication skills required. Must have the ability to communicate effectively with all levels of personnel and to represent the organization publicly.
Ability to travel in light and commercial aircraft or drive his/her personal auto in order to meet all job duties and responsibilities. Current Driver’s license required.
Essential Job Functions:
1. Work with customers for all calls, emails, and walk-up requests; Clearly, thoroughly, and accurately document all pertinent information, including full details of the nature of the problem or request, categorization, prioritization, and callers’ correct information. Resolve incidents and service requests where possible and practical. Follow up with service providers and internal escalation points to ensure effective and timely resolution in accordance with service level targets.
2. Provide installation and support services for all hardware and software, Windows computers, Macintosh computers, mobile devices, network equipment, telephones, televisions, AV equipment, printers, scanners, fax machines, etc. Assist with small office moves; primarily computer and telephone system disconnects/reconnects.
3. Set-up, install and troubleshoot supported computer platforms, software applications and perform basic diagnostics including but not limited to connectivity, printing, scanning and network share access issues.
4. Create, maintain, and disable user accounts and groups across email, proprietary software and phone systems including requests for password resets, hardware diagnostics, desktop releases and updates across peripherals.
5. Provision IT resources for new hires including setup, breakdown and configuration of workstations as well as working with HR and other IT support staff during employee onboarding and off-boarding processes.
6. Fully Document all relevant information including the impact to the customer, problem symptoms and status information in a timely fashion, and assign appropriate priority in the service desk system. Resolve as many incidents and requests as possible without reassignment/escalation and within service desk time parameters, using documented procedures, and available tools.
7. Installs, tests, repairs, and upgrades network cabling and connectors infrastructure (copper, fiber, and others) for data networks inside offices, within buildings, between buildings, and at remote sites, documents accurately all changes. This work includes managing vendors to complete cabling work.
8. Maintains skills as technology and implementations evolve to assist Southwest Transplant Alliance as it adds and expands its service offerings.
9. Working on a rotating schedule, takes calls evenings, weekends, and holidays to provide user support and network uptime.