Job Summary:

The Desktop Support Technician supports all aspects of hardware, software and VOIP telephony support to internal customers on our corporate environment.

Organization Status:

This position reports to the Director of IT and Network Infrastructure and periodically works with development staff.

Roles and Responsibilities

• Troubleshoot issues as 1st & 2nd level support for desktop and enterprise applications, local/networking printing, e-mail, connectivity, remote access, and hardware issues.
• Troubleshoot and replace laptop and PC hardware such as CD-Rom, hard drive, floppy drive, motherboard, power supply, computer fan, NIC, monitors, LCD screens, and warranty repairs.
• Training room setup, hardware upgrades, hardware disposal, loaner program, asset inventory, software inventory, remote imaging, new hire setup, termination, relocation, remote and automated updates, and remote support.
• Handle problem recognition, research, isolation, resolution and follow-up for difficult user problems, referring more complex problems to next level of technical staff.
• Participate in IT Support queue which will result in assigning and prioritizing open issues.
• Log, prioritize, assign and troubleshoot all calls, voicemails, emails, trouble tickets and walk-up requests reporting technical problems. When appropriate, determine appropriate group for escalation.
• Manage customer issues and requests by creating, tracking and documenting technical solutions.
• Manage deliverables associated with a project by prioritizing, tracking, and completing assigned tasks.
• Build\deploy new workstations (desktop & laptop PC's) using Symantec Ghost.
• Install\upgrade hardware\software on Windows XP workstations.
• Troubleshoot assigned tickets to determine if issue can be resolved or determine appropriate group for escalation.
• Develop credibility with customers by providing timely/accurate support and maintaining positive relations through effective customer follow-up.
• Will also support video conferencing endpoints for internal corporate users.
• Shift and/or off hours work may be required as needed.
• Must be available on call 24/7.
• Must be available to travel domestically up to 5%.
• Other duties may be assigned.

Qualifications and Requirements:

Education:

Associates degree or equivalent work experience.

Certificates:

Microsoft Certified Professional certification is preferred. Other desirable certifications include CompTia A+, and CompTia Network+.

Experience:

3-5 years of experience as a Desktop Support Technician in a small to medium environment of servers, desktop systems and communications devices using current technologies supporting up to 250 onsite/remote users.

Demonstrated Skills

• Solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Excellent time management, communications, decision making, and organization skills.
• Ability to use word processing, spreadsheets, and database programs.
• Knowledge of setting up remote access for users.
• Must be able to work independently to identify and resolve issues. Concurrently, candidate must be able to effectively work with other team members and with upper management.
• Excellent communication skills, both written and verbal, are essential.
• Supporting networked printers and photocopiers.
• Working knowledge of current communications devices and protocols, server and desktop technologies.
• Experienced in VOIP/PBX telephony systems (SIP and H323).
• Ability to manage multiple projects, activities and tasks simultaneously.
• Knowledge of Polycom and Tandberg video hardware a plus.
• Experience in a service provider network a plus.

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. While performing the duties of this job, the employee is regularly required to sit and use hands to finger, handle, or feel objects, tools, or controls. The employee frequently is required to reach with hands and arms and talk or hear. The employee is occasionally required to stand, walk and lift weighing up to 25 lbs. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.

Physical Demands:

Able to lift heavy objects (75lbs or more): assistance can be solicited.