What are the responsibilities and job description for the Desktop Support Technician position at ALTEN?
Must Have:
Four or more years of experience in supporting client computer hardware
Nice to Have:
Degree in Computer Science and IT
Have previous experience as a Desktop Support Technician in an enterprise environment.
Job Description
General Overview: At an intermediate level, provides second- and third-tier technical computer support, such as configuration, installation and troubleshooting of computer hardware and software. Provides support to IT users for all aspects of end-user computing and desktop-based software. Provides audio/visual support and operations at board functions, community events, customer meetings and town hall meetings located in Austin and throughout the *** service area. Participates in the testing and evaluation of new hardware and software. Supports mobile work force. Documents solutions to problems and develops end-user guidelines. This position utilizes knowledge and experience in own discipline but is still building higher-level knowledge and skills. Receives a moderate level of guidance and direction from supervisor, manager and/or more experienced colleagues. - Performs intermediate computer hardware, software and peripheral setups, installations, and configurations (i.e. monitors, keyboards, scanners, disk drives, etc.). Performs diagnosis, preventive maintenance and networking troubleshooting. Provides desktop imaging. - Performs installation, configuration, maintenance and support of printers. - Performs installation, configuration, maintenance and support of audio visual equipment. - Provides audio/visual technical support and operations at *** Board meetings, committee meetings, and other executive level meetings. - Provides coordination of audio/visual presentations to Board of Directors at Board of Directors and Committee meetings. - Provides audio/visual technical support for meetings at *** facilities. - Responds to incidents concerning computer operation and applies troubleshooting principles and techniques to diagnose hardware, software and operator problems. - Provides updates, status and completion information to supervisor and users via voice-mail, e-mail or in-person. Updates problem call tracking system. - Performs troubleshooting of connectivity problems such as LAN connections, Wi-Fi, Bluetooth, air-cards, VPN connections and serial communications. - Performs hardware asset inventory control procedures. - Collaborates with more experienced technicians to solve complex computer and network connectivity problems. Consults with more experienced technicians regarding selection of hardware and software products to address business requirements. Assists in maintaining assets. - Serves as a technical resource on project teams. This general overview only includes essential functions of the job and does not imply that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instruction and to perform any other job-related duties requested by supervisor or management. Minimum Qualifications: Four or more years of experience in supporting client computer hardware, client computer software or peripherals such as audio/visual technology in a networked environment. A degree(s) in computer science, information technology or relevant field may be substituted per *** guidelines for certain years of experience. Driver's license Knowledge, Skills and Abilities: Knowledge of computer hardware architecture and peripherals Knowledge of computer networking architecture and operating systems Knowledge of computer software installation processes and support Knowledge of desktop computer imaging, printer hardware maintenance and Wi-Fi technology Knowledge of MAC operating and application software Knowledge of audio/visual equipment setup, operations, quality control and maintenance. Knowledge of equipment requirements that ensure audio can be heard by audience (e.g. knowledge of when to use handheld microphone versus lapel microphone, microphone and speaker placement) Knowledge of video production and videography Skill in use of audio/video production equipment Skill in anticipating and reacting to the needs of presenters Skill in scripting, rehearsing and producing quality presentations Skill in providing customer service Skill in systematically troubleshooting complex technical issues to determine root cause Skill in verbal and written communication with all levels of the organization, including staff, supervision, management and executives Skill in articulating complex, technical information to both technical and nontechnical audiences Intermediate skill level in Microsoft desktop operating systems, desktop imaging tools, remote control desktop tools, Microsoft office applications and email applications Intermediate skill level in call tracking and ticketing software Ability to build relationships and foster teamwork Ability to work efficiently and independently with minimal supervision Ability to anticipate and make quick decisions Ability to remain alert for extended periods of time during board meetings Ability to perform under stressful situations Ability to work in a team environment Ability to balance and manage competing high priority work demands Ability to maintain confidentiality Work Environment: Work hours are primarily spent in an office environment. Physical Demands: Work involves frequent finger/hand manipulation in using a keyboard and mouse Work involves frequent finger/hand manipulation in using hand tools Work involves frequent climbing, crawling, crouching or other non-sitting positions in working under desks for computer setup Work involves frequent standing and/or walking in delivery of equipment Occasionally lifts and carries up to 30 pounds in moving, packing and unpacking equipment Occasionally pushes or pulls up to 30 pounds in moving, packing and unpacking equipment Work involves occasional lifting up to 30 pounds from the floor to the waist in moving, packing and unpacking equipment
Four or more years of experience in supporting client computer hardware
Nice to Have:
Degree in Computer Science and IT
Have previous experience as a Desktop Support Technician in an enterprise environment.
Job Description
General Overview: At an intermediate level, provides second- and third-tier technical computer support, such as configuration, installation and troubleshooting of computer hardware and software. Provides support to IT users for all aspects of end-user computing and desktop-based software. Provides audio/visual support and operations at board functions, community events, customer meetings and town hall meetings located in Austin and throughout the *** service area. Participates in the testing and evaluation of new hardware and software. Supports mobile work force. Documents solutions to problems and develops end-user guidelines. This position utilizes knowledge and experience in own discipline but is still building higher-level knowledge and skills. Receives a moderate level of guidance and direction from supervisor, manager and/or more experienced colleagues. - Performs intermediate computer hardware, software and peripheral setups, installations, and configurations (i.e. monitors, keyboards, scanners, disk drives, etc.). Performs diagnosis, preventive maintenance and networking troubleshooting. Provides desktop imaging. - Performs installation, configuration, maintenance and support of printers. - Performs installation, configuration, maintenance and support of audio visual equipment. - Provides audio/visual technical support and operations at *** Board meetings, committee meetings, and other executive level meetings. - Provides coordination of audio/visual presentations to Board of Directors at Board of Directors and Committee meetings. - Provides audio/visual technical support for meetings at *** facilities. - Responds to incidents concerning computer operation and applies troubleshooting principles and techniques to diagnose hardware, software and operator problems. - Provides updates, status and completion information to supervisor and users via voice-mail, e-mail or in-person. Updates problem call tracking system. - Performs troubleshooting of connectivity problems such as LAN connections, Wi-Fi, Bluetooth, air-cards, VPN connections and serial communications. - Performs hardware asset inventory control procedures. - Collaborates with more experienced technicians to solve complex computer and network connectivity problems. Consults with more experienced technicians regarding selection of hardware and software products to address business requirements. Assists in maintaining assets. - Serves as a technical resource on project teams. This general overview only includes essential functions of the job and does not imply that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instruction and to perform any other job-related duties requested by supervisor or management. Minimum Qualifications: Four or more years of experience in supporting client computer hardware, client computer software or peripherals such as audio/visual technology in a networked environment. A degree(s) in computer science, information technology or relevant field may be substituted per *** guidelines for certain years of experience. Driver's license Knowledge, Skills and Abilities: Knowledge of computer hardware architecture and peripherals Knowledge of computer networking architecture and operating systems Knowledge of computer software installation processes and support Knowledge of desktop computer imaging, printer hardware maintenance and Wi-Fi technology Knowledge of MAC operating and application software Knowledge of audio/visual equipment setup, operations, quality control and maintenance. Knowledge of equipment requirements that ensure audio can be heard by audience (e.g. knowledge of when to use handheld microphone versus lapel microphone, microphone and speaker placement) Knowledge of video production and videography Skill in use of audio/video production equipment Skill in anticipating and reacting to the needs of presenters Skill in scripting, rehearsing and producing quality presentations Skill in providing customer service Skill in systematically troubleshooting complex technical issues to determine root cause Skill in verbal and written communication with all levels of the organization, including staff, supervision, management and executives Skill in articulating complex, technical information to both technical and nontechnical audiences Intermediate skill level in Microsoft desktop operating systems, desktop imaging tools, remote control desktop tools, Microsoft office applications and email applications Intermediate skill level in call tracking and ticketing software Ability to build relationships and foster teamwork Ability to work efficiently and independently with minimal supervision Ability to anticipate and make quick decisions Ability to remain alert for extended periods of time during board meetings Ability to perform under stressful situations Ability to work in a team environment Ability to balance and manage competing high priority work demands Ability to maintain confidentiality Work Environment: Work hours are primarily spent in an office environment. Physical Demands: Work involves frequent finger/hand manipulation in using a keyboard and mouse Work involves frequent finger/hand manipulation in using hand tools Work involves frequent climbing, crawling, crouching or other non-sitting positions in working under desks for computer setup Work involves frequent standing and/or walking in delivery of equipment Occasionally lifts and carries up to 30 pounds in moving, packing and unpacking equipment Occasionally pushes or pulls up to 30 pounds in moving, packing and unpacking equipment Work involves occasional lifting up to 30 pounds from the floor to the waist in moving, packing and unpacking equipment
