JOB SUMMARY
Provide basic to intermediate desktop support on a variety of issues through identification, research, and resolution of technical problems. Manage assigned helpdesk tickets and phone calls using best practices, excellent communication skills and IT department procedures for technical support. Review and complete assigned tickets within established Service Level Agreement (SLA). Promote excellent customer relations in every customer transaction, contact and communication.

MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience.

Perform general technical support and troubleshooting of desktop systems hardware and software, local telephony, truck systems, printers, multi-function printers, scanners, video conferencing systems, mobile devices and other technologies as defined and required.

Investigate system issues and provide solutions using specific product knowledge, system tools and established methods and procedures.

Document solutions and maintain helpdesk ticket information and transactions as required and within established SLA.

Work with desktop engineering to design and refine desktop configurations.

Plan, test and implement new or revised desktop solutions.

Work with the team to resolve high level hardware and software issues.

Resolve intermediate problems, provide remote assistance, document and manage tickets as call load dictates and within defined SLA.

Lead and participate in desktop, peripheral, building moves, additions, support and other projects as defined and required.

Work with Desktop Engineering to maintain accurate hardware and software inventories.

Provide process, procedure and technical training to Associate Desktop Support and Help Desk Specialists as required.

Lead and/or participate on project teams.

Proactively complete assigned tasks of medium to high complexity resulting in successful, on time, high quality deliverables.

Perform other duties as assigned.

REQUIRED QUALIFICATIONS
Required Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
At least A+ or Net+ or one higher technical certification Technical understanding of the Internet, URLs, and email. with common enterprise infrastructure protocols and services including LAN/WAN, Active Directory, DNS, DHCP, VPN, networking and Voice over IP Proficiency with using Windows 10, Mac OSX, and Apple iOS, and Android mobile operating systems Telecommunications principles
Usage of MECM (SCCM) and Cherwell Ticketing
Symantec Antivirus, SEP, and VIP software
Bitlocker Encryption
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations
Ability to write reports, business correspondence, and procedure manuals
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
A valid driver’s license as well as a good driving record is required
Ability to work with small components and wiring

Required Education
Associate’s degree. College technical school degree or equivalent work experience

Required Related Work Experience and Number of Years
3 years of Desktop support experience




PREFERRED QUALIFICATIONS
Preferred Skills/Abilities and Knowledge
CompTIA A+



Preferred Education
Computer Science or MIS Technical Certification

WORKING CONDITIONS
Office environment
Travel may be required to remote area locations as required

PHYSICAL AND MENTAL REQUIREMENTS
Physical Requirements
Ability to lift up to 50 lbs

IPC180 332000 332000BR

Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.

The pay for this position has a salary range of $23.75 to $42.80. The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience and location. Also, certain positions are eligible for additional forms of compensation such as bonuses.

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