What are the responsibilities and job description for the Information Technology Desktop Support position at Core Staffing?
Our client, a non-profit organization, is seeking a temporary IT Desktop Support Technician. This organization operates on a 37.5 hour work week, and while the role is hybrid, there may be times where 5 days onsite in their New York City office is expected.
The IT Desktop Support Technician (DST) will be responsible for triaging, and acting on open tickets, escalating as needed while working in collaboration with the IT Support Analysts, other staff, consultants and service firms, to resolve customer affecting technical issues in a timely fashion to achieve maximum customer satisfaction.
Key Responsibilities:
Technical and Deskside Support
- Serve as the primary responder for the IT Helpdesk phone line, providing prompt and courteous support to staff
- Address and resolve a range of technical issues, including account unlocks, password resets, software installations, and basic troubleshooting of hardware and connectivity issues
- Install, configure, and set up workstations, monitors, peripherals, and mobile devices following established protocols
- Provide basic support for audiovisual equipment during meetings and events, ensuring functionality and troubleshooting issues when necessary
- Maintain accurate and clear updates in the ticketing system to document issue resolution progress
Hardware and Inventory Management:
- Efficiently update the inventory with new purchases, repairs, deployments, or retirements of devices
- Regularly review stock levels of commonly used equipment to ensure sufficient quantities are available to staff for immediate use
- Keep detailed records of warranty periods for all equipment to ensure timely repairs or replacements under warranty when equipment fails
Additional Duties:
- Provide IT orientation to new employees on IT systems, hardware usage, and the organization's other technologies
- Assist with routine IT maintenance tasks as directed by senior team members
- Deliver excellent customer service, ensuring all interactions are professional and timely
- Perform other related duties as assigned by the Manager of IT Infrastructure and Operations or the Support Analysts
Qualifications:
- Requires a bachelor’s degree or certifications in areas of specialty such as Microsoft, A , CompTIA
- Minimum of 2-3 years of professional experience in the information technology field working with enterprise-level technology infrastructure
- Experience in the following systems, applications and network hardware required: Windows 10/11, Apple MacOS, Office 365 Suite
- Experience in the following systems, applications/hardware preferred: Active Directory, Exchange Online, Zoom Rooms, Dell business laptops
- Must possess strong troubleshooting skills
- Knowledge or direct experience with a service framework such as ITIL strongly recommended
- Experience in the following technologies would be helpful: TCP/IP and other network protocols, data backup, software distribution (SCCM, Intune, Endpoint Central)
- Exceptional oral and written communication skills
- The ability to support flexible working hours, including periodic off-hours and weekend support
- The ability to physically lift and move up to forty pounds as needed
