The Desktop Support Technician’s role is to facilitate maintenance of all hardware; install, maintain, and support software loaded on workplace computers and Local Area Networks (LAN); perform moves, adds, and changes as necessary. This person will interact with users daily to facilitate support with any and all aspects of software, hardware, connectivity, audio/visual support services, technology training, etc. The Information Technology Specialist will report directly to the IT Coordinator, who will determine and direct all priorities for the Desktop Support Technician.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
The list of essential duties and responsibilities, as outlined herein, is intended to be representative of the task to be performed. The omission of an essential function does not preclude management from assigning duties not listed herein is such duties are a logical assignment to the position.
1. Provides operational management to include day-to-day operation, maintenance and problem resolution for all computer systems, equipment and software. The effort required to complete the responsibilities listed below shall be documented in a help desk ticket.
Work with end users to identify and deliver required service levels.
Install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware, telephones, networked peripheral devices, and networking hardware products.
Where required, install, configure, test, maintain, monitor, and troubleshoot associated end user workstation software and networking software products.
Perform on-site analysis, diagnosis, and resolution of complex PC problems for a variety of end users, and recommend and implement corrective hardware solutions, including off-site repair as needed.
Receive and respond to incoming calls, pages, tickets, and/or e-mails regarding PC and/or other hardware problems..
Monitor and test PC performance and provide PC performance statistics and reports.
Construct, install, and test customized configurations based on various platforms and operating systems.
If necessary, liaise with third-party support and equipment vendors.
Provide guidance to junior members of the team as required.
2. Provides assistance in technology planning for the information technology department. The effort required to complete the responsibilities listed below shall be documented in a help desk ticket.
Assist in preparing, maintaining, and following procedures for monitoring PC performance.
Accurately document instances of hardware failure, repair, installation, and removal.
Support design and implementation of new computer projects and new hardware installations.
Develop and maintain an inventory asset control system for all monitors, keyboards, hard drives, modems, printers, scanners, and other peripheral equipment.
3. Prepares and hosts training on Little City Foundation instructional and operational technology for staff, and other constituent groups. Prepares training materials for distribution and coordinates all activities surrounding the professional technology and development of administrative staff on new technologies.
4. Creates learning resources for staff and other constituent groups printed training materials that include, but are not limited to, websites, tutorials, interactive programs and databases that support the integration of technology.
Liaise with, and provide training and support to, end users and staff on computer operations and other issues. Assist in preparing, maintaining, and following procedures for monitoring PC performance.
5. Ensures availability of functional equipment for AV requests , including, but not limited to, resolution requiring laptop/computer set, microphone completes Little City Foundation required training, re-training, and any additional training as required by Little City Foundation policies and practices, or as assigned by his or her immediate supervisor.
Apprises staff of new software, AV, and related resources, and maintains knowledge of technologies in areas of presentation systems, AV equipment, et.
Resolves help desk tickets and service request tickets as assigned.
Assists in coordinating repair of AV equipment and other hardware covered by third party vendor maintenance agreements.
6. Successfully completes Little City Foundation required training, re-training, and any additional training as required by Little City Foundation policies and practices, or as assigned by his or her immediate supervisor
7. Performs other related duties as needed, including, but not limited to adherence to after hours, emergency, holiday, and/or on call schedule.
A Bachelor’s degree in computer science, information systems or related field preferred or comparable experience and/or certifications. Solid technical knowledge, including familiarity with Windows 7, 8 and 10 configuration and support, Active Directory administration (Add/Move/Delete users), Outlook/Exchange administration (troubleshoot Outlook, admin mailbox rights/accesses), imaging experience, networking knowledge, print server administration, hands on hardware troubleshooting, telephony and PBXs, Cell Phone and iPad administration and other applicable tools and technologies. Strong technical aptitude and troubleshooting ability to facilitate proper use of equipment. Working knowledge and experience with AV equipment, including, but not limited to Smart Boards, projectors, microphones, and related tools. Strong written and verbal communication skills, telephone communication skills, customer service skills. Great team player and self-starter.
PHYSICAL REQUIREMENTS & WORK ENVIRONMENT:
While performing the duties of this job, the employee is subject to sitting for prolonged periods; frequently walks, stands, grasps, lifts, holds, or feels objects; occasionally stoops, kneels, crouches, or crawls. Extended use of computer and typing is required. The employee frequently is required to use manual and finger dexterity and eye-hand coordination when working and handling office equipment. The employee is subject to assist and support up to 40 pounds with varying amounts of assistance on a reoccurring basis. The employee is required to have corrected vision and hearing within normal range and the ability to operate office equipment. No occupational exposure to blood, body fluids, communicable diseases or other potentially infectious substances (Category I). Typical business and group home/residential environment. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.