What are the responsibilities and job description for the Sr. Desktop Support Technician position at Stoughton Trailers?
Essential Duties and Responsibilities
* Provide first and second level technical support to employees and contractors in all STI businesses.
* Responsible for leading help desk related projects. This includes developing a plan, working with the management team to implement the plan, and then troubleshooting issues and concerns as they arise.
* Actively listen and ask questions to better understand the issue that the end user is experiencing.
* Troubleshoot and identify solutions to solve PC/Network problems quickly and accurately, escalating when appropriate.
* Actively participate, support other IT team members, and contribute as a professional of the IT Team.
* Align the IT coordination of new Rental facilities including ordering equipment, coordinating with our telecommunication consulting to get network connectivity, and our phone vendor on phone setup.
* Completing Preventative Maintenance as needed.
* Fulfill end user requests by responding to Help Desk (HD) tickets regarding desktop, laptop, and portable device hardware issues. Troubleshoot and resolve as quickly as possible with a goal of 85% first time resolution on the tickets.
* Respond to software issues with operating systems, Microsoft Office, and other standard software used by STI.
* Complete and assist end users with physical installs or equipment relocations.
* Add machines to the appropriate domain and Active Directory as required.
* Install operating systems and other software on PC's, Mobile devices, and Thin Clients.
* Support Printers as needed
* Build "gold" images of desktops for deployment to users
* Maintains computer/peripherals asset inventory.
* Make configuration changes as necessary.
* Remove viruses and malware.
* Connect the network cable to the network switches and place RJ-45 connectors at the terminal, PC or printer equipment end and test the cables to insure proper functioning.
* Assist with maintenance of the NEC telephone system voice mail menus and voice mail system.
* Run reports from the NEC phone system, analyze the reports, and provide to feedback to manager.
* Provide regular updates on the state of the Desktop environment and provide suggestions on improving the current state.
* Provide documentation on both current state and futures states of the desktop ecosystem.
* Answer end user questions; contribute to user announcements, instructions, and FAQ documents.
* Other tasks as assigned by the manager.
Above is a list of the most important responsibilities and functions, which are essential to the position. Employees must be able to perform these essential functions satisfactorily with or without a reasonable accommodation. Accommodations will be evaluated and provided to eligible employees on a case by case basis, depending on the employee's medical restrictions, work availability, the nature of the position, the position's essential functions and other relevant factors.
Qualifications
* Education: Bachelor's degree in a technology related field is preferred. 5-7 years of experience in a PC Technician or Help Desk related role.
* Licenses/Certifications:
o A-Plus certification is preferred.
* Knowledge, Skills, & Abilities:
o Working knowledge of Microsoft Office 365 (Word, Excel, Outlook).
o Working knowledge of Help Desk policies and procedures
o PC/Laptop build experience.
o Working knowledge of Microsoft versions 10 and 11.
o Familiarity with networking, especially LANs, and wireless LANs and VPNs in a WAN setting desirable but not required.
o Familiarity with mobile devices including Notebook computer, iPhone, and Android phones.
o Knowledge with VoIP and Analog Phone systems including NEC Equipment desirable but not required.
o Working knowledge of Active Directory, Remote Desktop, and SharePoint desirable but not required
o Excellent communication skills, telephone support skills, and interpersonal skills required with a customer service focus.
o Desire to learn new technologies.
o Must have valid driver's license.
o Must be able to travel between plants and provide support either onsite or remotely.
o Must be willing to do on call work.
o Must be able to lift 50 lbs
Stoughton Trailers is an EEO/Affirmative Action Employer
Stoughton Trailers provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Stoughton Trailers complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Stoughton Trailers expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability or veteran status. Improper interference with the ability of Stoughton Trailers employees to perform their job duties may result in discipline up to and including discharge.
