The primary responsibility of the Desktop Support Technician is to provide desktop and remote personal computer support and training in a Windows 7 and Windows 10 environment to end users including PC move, add, change, delete, software install, configuration and troubleshooting, software license and hardware asset management.
The ideal candidate must demonstrate key competencies of accountability, effective communication, teamwork, change advocacy, project management, bias for action, client relationship management and technology application.
Under general direction, respond to and diagnose reported personal computer problems. Install, configure and relocate personal hardware and software as required. Provide quality assurance reviews of personal computer hardware and software systems prior to delivery. Maintain documentation and inventory information as required by team procedures.
Provide guidance and assistance to personal computer users on how to solve business problems with these technologies. Assist with training on new hardware or software systems and provide support to personal computer users as required.
Fulfill new requests, maintaining a steady-state environment. Provide first and second level technical support for specific technologies. Participate in IT projects delivering software enhancements.
Ensure that only authorized hardware and software is used on company personal computer equipment.
Perform tasks and assist with other projects as requested. Providing feedback on progress and seeking council as appropriate.
Demonstrates the American Century Investments Winning Behaviors- Client Focused, Courageous and Accountable, Collaborative, Curious and Adaptable, Competitive Drive
Ability to work independently and as a member of a team.
Ability to maintain a technical currency in personal computer hardware and software technologies.
Ability to read a computer screen, operate a computer terminal, and communicate by phone.
Ability to be flexible and work in a continuously changing environment.
Highly motivated self-starter with a willingness to learn.
Attention to detail and accuracy is a must.
Ability to lift approximately 75 pounds.
Education & Experience:
Associate's degree in a related field or any equivalent combination of education and work.
One to three years’ experience with personal computer hardware and software.
A strong understanding of Project Management techniques.
Workstation build and software installation using Microsoft System Center Configuration Manager (SCCM)
Significant experience providing professional and quality personal computer support and training including responsibility for the successful implementation of personal computer-based projects.
Demonstrated working knowledge of personal computer hardware and software in a corporate environment.
Excellent interpersonal, written and verbal communications skills.
Six months' employment in current position preferred.
Microsoft Office O-365
Microsoft OneDrive online
Macintosh operating system
VMWare Horizon 7 Virtual Desktop Infrastructure
Traditional Virtual Desktop Infrastructure Remote Desktop
Video Conference and Conference room Audio Visual support
WebEx, Jabber, Video whiteboard and other collaboration tools
Normal Office environment.
Required to climb, reach, crawl, crouch, and other non-sitting, non-standing positions.
Occasional overtime may be required.
Occasional travel will be required.
EOE Policy Statement : American Century Investments believes all individuals are entitled to equal employment opportunity and advancement opportunities without regard to race, religious creed, color, sex, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, gender, gender identity, gender expression, age for individuals forty years of age and older, military and veteran status, sexual orientation, and any other basis protected by applicable federal, state and local laws. ACI does not discriminate or adopt any policy that discriminates against an individual or any group of individuals on any of these bases.