Desktop Support Technician III - Full-time / Part-time

Req ID: 100001

BASIC PURPOSE: The primary purpose of the Desktop Support Technician III role is to drive escalated incidents to resolution in a timely manner, provide leadership to junior team members and ensure that processes are continually improved and documented.

MAJOR RESPONSIBILITIES:

• Receive and respond to escalated incidents regarding technology problems
• Manually enter information in the ticketing system and manage tickets according to the incident management guidelines for the team
• Perform remote analysis, diagnosis and resolution of complex technology problems for end-users, and recommend and implement corrective solutions
• Perform on-site analysis, diagnosis and resolution of complex technology problems for end-users, and recommend and implement corrective solutions
• Receive and respond to after hour calls, pages and/or e-mails regarding technology problems as part of an on-call rotation
• Work with Procurement to maintain inventory control of all computers, notebook computers, printers and tracked peripherals
• Document failure, repair, installation, and removal of desktop equipment or related components
• Monitor network and systems reporting tools and communicate information on a regular basis about outages and issues within IT
• Provide leadership to junior team members
• Manage the incident queue and ensure that tickets are being worked according to documented procedures
• Handle and document phone setups, decommissions, etc. in the corporate environment
• Work with the Support Supervisor to accommodate employee moves
• Perform imaging process of computers and notebooks
• Troubleshoot both Windows and Apple environments
• Other duties assigned as needed.

SKILLS AND PHYSICAL DEMANDS:

• Skills:
  • Hard skills: Technical knowledge of desktop/laptop computers, Apple products, peripherals, Windows 7, Windows 8, Windows 10 and the Microsoft Office Suite; ability to read and understand technical manuals, procedural documentation and OEM guides; capable of utilizing remote desktop support tools to solve problems; audio/visual systems integration and support; basic understanding of LAN and WAN internetworking devices like routers and switches; technical writing ability to develop knowledge base articles.
• Soft Skills: Strong customer service orientation; effective interpersonal and relationship-building skills; strong written and oral communication skills; analytical and problem-solving abilities, with keen attention to detail; self-motivated and directed, with the ability to effectively prioritize and execute tasks under littler supervision; experience working in a team-oriented, collaborative environment; Demonstrated ability to read and write fluently in English.

• Typical Physical Demands:

• On-call availability as needed.

• Requires prolonged sitting, some bending and stooping.
• Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals.
• Manual dexterity sufficient to operate a computer keyboard, mouse, hand and power tools, and to handle other computer components.
• Requires normal range of hearing and vision.

PREFERRED EDUCATION, EXPERIENCE AND SKILLS:

• Education:
  • REQUIRED:    HS Diploma or equivalent required
  • PREFERRED:  Bachelor’s Degree in the field of Computer Science/Management of Information Systems OR

Associate’s Degree in the field of Computer Science/Management of Information Systems with 2 years of desktop support experience

• PREFERRED:   Certifications pertaining to desktop/helpdesk support such as A+, MCP, MCDST, CCNA, etc,

• Experience:
  • REQUIRED:    3 years in a desktop support role
  • REQUIRED:    Previous experience in a 24x7x365 IT Operations environment
  • PREFERRED:   5 years in a desktop support role
  • PREFERRED:   Experience with Microsoft System Center and particularly using SCCM for deployments

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