Desktop Support Technician

Desktop Support Technician

This is a professional, desktop support role responsible for maintaining, repair, and upgrade computer equipment including, but not limited to: workstations, printers, operating systems and software.

The individual will provide technical software, hardware, and basic network problem resolution to end users by performing appropriate diagnostics and guiding users through step-by-step solutions on both a hands-on and call-back basis.

Essential Duties

1. Diagnoses and resolves problems with PCs, local printers, end-user connectivity, software and configuration, email, as well as other hardware and network issues.
2. Ensures timely resolution/referral of user problems by understanding the impact to the user and by assigning an appropriate priority and resolution goal.
3. Clearly communicates technical solutions in a user-friendly, professional manner; provide one-on-one end-user training as needed.
4. Performs Active Directory user account changes.
5. Maintains Active Directory Computer environment.
6. Proposes and implements hardware and software upgrades optimizing systems performance while remaining within budget.
7. Helps install local area network cabling systems and equipment such as network interface cards, switches, and VPN devices with the network team.
8. Manages and updates an accurate IT equipment inventory.
9. Maintains spare parts inventory for IT software, hardware, and network printers.
10. Creates Purchase Requisitions and handles equipment receipt as needed.
11. Tracks software license compliance and perform annual audits to confirm licensing compliance.
12. Manages signoffs and software change requests in accordance with IT procedures and Sarbanes Oxley requirements.
13. Maintains a clean and organized environment.
14. Assists Network Administrator as needed.
15. Tracks and maintains server backups and tape rotation, working with Server Administrator.
16. Performs related work as required.

Employment Standards

1. Work effectively in a safety-minded industrial manufacturing environment.
2. Ensure the security of all company systems and data.
3. Understand business priorities, continuously reconsider the changing list of issues according to those priorities and communicate that list to management.
4. Transition swiftly between those complex priorities in a fast-paced environment.
5. Deliver effective technical customer support in person and over the phone.
6. Support and train end-users in a wide range of software applications as needed.
7. Read, understand and apply complex technical information.
8. Master new computer technology and its local applicability.
9. Maintain cooperative working relationships with internal and external customers, vendors and the team.
10. Demonstrate sensitivity to, and respect for, a diverse population.

Required Skills & Abilities

1. Mathematical Skills: Each candidate must have the ability to understand and apply basic algebraic and geometric principles within the field of IT.
2. Reasoning Ability: The individual must portray the ability to analytically solve practical problems and deal with a variety of variables in situations where standardization is not guaranteed. In addition, the candidate must be able to interpret different types of instructions ranging from written and oral instructions to diagrams and schedules.
3. Special requirements: The candidate must be able to sit for prolonged periods of time in front of a computer. Must be able to perform physical activities, such as, but not limited to, lifting heavy equipment (up to 50 lbs. unassisted), bending, standing, climbing or walking. The candidate must also portray a sincere desire to learn and broaden their knowledge base within IT thereby increasing their value to the company. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential tasks of this position.

Required Education & Experience

• The candidate must have a minimum of 2 years college credit i.e. sophomore status at an accredited college or university in Computer Information Systems or related field of study. It is recommended that the candidate has completed one year end-user phone support for current PC desktop and application software OR one year installing, upgrading, troubleshooting and repairing personal computers in a network environment.