Summary
The Desktop Support position provides technical assistance for onsite employees as well as a remote workforce in supporting a Windows 11 environment. Responsibilities include, but are not limited to hardwaresoftware installation, image creation and deployment, troubleshooting of desktop and laptop computers, account creations and maintenance as well as some networking. The candidate must be reliable and friendly and be able to work collaboratively in a team environment. Candidate must also have 3+ years of experience working in a technical support role.
\*This position does not require a security clearance at the time of hire; however, the selected candidate may be required to meet federal security clearance eligibility requirements in the future, depending on business needs.
Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
- Provide technical support and troubleshooting for desktop hardware and software issues both in person and over the phone.
- Install, configure, and maintain desktop operating systems and applications for employees.
- Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
- Set up and configure user accounts and permissions.
- Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
- Image new computer hardware in preparation for deployment to end-user, install and update computer software.
- Support key (Artiva) application which is our CRM.
- Collaborate and escalate within the IT team to determine and resolve problems in a timely manner.
- Manage helpdesk ticketing system, provide regular updates to users. Manage requests to meet business SLA’s
- Must be flexible to work occasional Saturday Shifts (Friday off on that week)
- Schedule for this role Monday:12:30pm-9, Tuesday: 11:30am-8, Wednesday: 11:30am-8, Thursday: 11:30am-8, Friday: 11:30am-8. Rotating Saturday shift is 10am -6:30pm.
Required Education and Experience
- 3+ years working within a Desktop Support environment.
- Solid understanding of Networking LAN/WAN.
- Experience supporting VOIP environments in terms of troubleshooting network backbone components through to softphones desired.
- Experience with help desk software and remote support tools.
- Proficiency in troubleshooting desktop hardware and software issues.
- Understanding of firewall concepts and network security principles.
- Hardware – Desktops, Laptops, Multifunctional Network Printers, VOIP phones.
- Software – Microsoft Windows 11, Microsoft Office 365, Microsoft Active Directory and Manage Engine.
Competencies
- Computers and Electronics — Knowledge of Windows 11, MS Office 0365, Active Directory and Manage Engine (or equivalent Help desk application)
- Complex Problem Solving — Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
- Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
- Time Management — Managing one's own time and the time of others.
- Systems Analysis — Determining how a system should work and how changes in conditions, operations, and the environment will affect outcomes.
- Strong customer service skills with the ability to communicate technical information to non-technical users.
Work Environment
- Call/Contact Center; In-Office
- Federal and State contractor.
Working from Home Requirements:
- This role might support occasional remote work
- Reliable high-speed internet (hard wired ethernet connection required) with minimum of 25 MBPS for Upload and Download speeds.
- Private, quiet, and distraction free room/office space
- Adhere to Telecommute Policy in its entirety
Physical/Mental Demands
·Physical Demands - While performing the duties of this role, an employee is frequently required to sit, talk, or hear, in person and by telephone; use hands to operate standard office equipment; reach with hands and arms. The employee could occasionally be required to or stand at their PC for the entirety of their shift. Specific vision abilities required by this job include close vision and the ability to adjust focus. Abilities to stare at computers during the entirety of their shift.
· Mental Demands - While performing the duties of this role, employees are regularly required to use written and oral communication skills; read and interpret data, information, and documents; analyze and solve problems; observe and interpret situations; learn and apply new information or skills; perform highly detailed work on multiple, concurrent tasks; work under intensive deadlines; and interact with vendors and staff in the course of work.
Pay: $26.00 - $30.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Referral program
- Vision insurance
Application Question(s):
- Do you have availability to work a set schedule? Monday: 12:30 PM – 9:00 PM, Tuesday–Friday: 11:30 AM – 8:00 PM, + Rotating Saturday: 10:00 AM – 6:30 PM (Yes/ No)
- Candidates must be eligible to obtain a Level 6C Federal Security Clearance upon hire. Employment is contingent on successfully completing a background investigation, which may include a credit check.
Are you able to meet these requirements? (Yes/No)
Experience:
- Help desk: 3 years (Required)
- Windows Remote Desktop: 3 years (Required)
- VPN: 1 year (Required)
Location:
- Exeter, NH 03833 (Preferred)
Ability to Commute:
- Exeter, NH 03833 (Required)
Work Location: In person
