Technician, IT Desktop Support Level 2, DZMG

Job Summary

Manages equipment life cycle of PCs and laptops including deployment, maintenance and decommissioning. Provides installation, configuration and troubleshooting for end-user workstation hardware, software, and office equipment. Assist with AD security changes, network/infrastructure troubleshooting, and telephone support.

Responsibilities

• Maintains, troubleshoots, installs and distributes desktop and laptop computers and office equipment. 40%
• Provide computer user support and training. 20%
• Assist users with software installation and removal. Image new computers with corporate image. 15%
• Assist with network and infrastructure support such as servers, routers, switches, cabling, telephones server. Update Active Directory for changes in user and group security access. 10%
• Manage the development and maintenance of technical support documentation and processes for desktops including knowledge base for the general user self service. 10%
• Coordinate work for other helpdesk support personnel. Train incoming helpdesk support personnel on systems, processes and procedures. Develop and maintain helpdesk procedures. 5%

KSAs (Knowledge, Skills, and Abilities)

• Strong aptitude and willingness to learn and apply new computer technology and the ability to support existing hardware, software and image configurations.
• Detail oriented with strong organization and time management skills.
• Strong verbal and written communication and listening skills with the ability to obtain information for diagnosing problems quickly and effectively.
• Strong interpersonal skills with an ability to express technical concepts in a a way that establishes rapport and gains understanding. Strong customer service orientation.
• Self-motivated individual who takes both initiative and accepts responsibility for actions.

Minimum Qualifications

• Bachelor’s Degree in Arts/Sciences (BA/BS) in Computer Science or Information Technology is preferred.
• 3+ years experience in technical support of multiple hardware platforms and Microsoft operatings systems and applications required.
• CompTIA A+ Certification preferred.
• Microsoft MCSA preferred.
• Valid driver’s license.
• Secret clearance may be required.
• Great attitude and team player.
• Successful completion of background and drug screening process.

Candidates may be required to satisfy additional job-related requirements, including those established and controlled by third parties, as part of the selection process.

Essential Functions

• Visual acuity (e.g., needed to prepare and analyze data, to transcribe documents, to view a computer, to read, to inspect objects, to operate machinery
• Balancing (e.g., maintaining equilibrium when walking, climbing, crouching etc.)
• Manual Dexterity (e.g., picking, pinching, typing, or other working that uses the fingers)
• Stooping (e.g., bending the spine at the waist)
• Reaching (e.g., reaching the arms or legs in any direction)
• Lifting motion or lifting objects more than 10 pounds
• Walking
• Hearing
• Talking
• Kneeling, crouching or crawling
• Capacity to think, concentrate and focus over long periods of time
• Ability to write complex documents in the [English] language
• Ability to read complex documents in [English] language
• Capacity to express thoughts orally (e.g., accurately, quick and loudly convey spoken instructions to workers)
• Capacity to reason and make sound decisions
• Ability to regularly perform all job functions at Company’s office or work site

Compensation and Benefits

In compliance with this state’s pay transparency laws, the salary range for this role is $61,680.00 – $92,520.00. This is not a guarantee of compensation or salary, as final offer amount may vary based on factors including but not limited to experience and geographic location. (The specific programs and options available to an employee may vary depending on date of hire, schedule type, and the applicability of collective bargaining agreements).

We care about our employees and it shows.Our staff receive a competitive salary and a comprehensive benefits package which includes medical/Rx, dental and vision coverage; life, AD&D and disability insurance; flexible spending accounts; 100% paid maternity leave for up to 12 weeks, parental leave, family leave, other paid time off; voluntary benefits and discount programs to meet our employees’ individual needs including pet insurance for our furry family members!