What are the responsibilities and job description for the End User Technical Support position at DKMRBH Inc?
IMPORTANT NOTES:
- Short-Term Position This role is funded for an initial 3-month duration. While there is a possibility of extension, candidates should understand and accept that it may last only for the initially budgeted period.
- Fully Onsite Role Due to the onsite nature and short-term duration, only local candidates should be submitted.
Primary Responsibilities:
- Windows Support Maintain and troubleshoot Windows 10 & 11 systems.
- Active Directory Management Perform basic Active Directory user management tasks.
- Microsoft Office Troubleshooting Support users with Microsoft Office applications (Word, Excel, PowerPoint, etc.) in a Microsoft-based environment.
- Phone System Assistance Provide basic support for the state phone system (Cisco-based).
- Ticketing System Management Work within the in-house ticketing system, similar to standard platforms.
Job Duties:
- Identify, research, and resolve technical issues efficiently.
- Respond to support requests via phone, email, ticketing system, and in-person interactions.
- Document, track, and monitor technical issues, ensuring clear and concise communication for timely resolutions.
- Assist clients with troubleshooting computer issues through remote tools like Teams and Zoom.
- Maintain knowledge of Windows operating systems, imaging processes, and common IT practices.
- Deliver excellent customer service, with the ability to de-escalate tense situations.
Minimum Qualifications:
- Experience in installing and supporting Windows environments.
- Proficiency with ticketing systems.
- Strong organizational, problem-solving, and multi-tasking skills.
- Ability to handle confidential information with discretion.
- Must be able to pass a fingerprint background check.
- Strong sense of customer service and professionalism, even in stressful environments.
- Ability to work independently and collaboratively as needed.
Preferred Qualifications:
- Knowledge of Microsoft Azure/Entra AD.
- Experience working in virtualized environments.
Skill
Required / Desired
Amount
of Experience
Professional experience in a technical end-user support role providing in-person desktop support AND remote support via phone, email, etc.
Required
2
Years
Experience providing end user support on Windows-based machines (Windows 10 & 11)
Required
2
Years
Experience with basic Active Directory user management for end user support
Required
2
Years
Experience troubleshooting Microsoft Office applications (Word, Excel, PowerPoint, etc.) for end users
Required
2
Years
Experience assisting with basic phone system usage for end users (state phone system is Cisco-based)
Required
2
Years
Experience working with a help desk ticketing system
Required
2
Years
Experience providing basic networking support for end users (for example troubleshooting connectivity issues)
Required
2
Years
Experience with hardware/software installation and support and imaging
Required
2
Years
Experience with M365 support
Desired
Experience working in virtualized environments (MS Azure/Entra AD)
Desired
Exceptional communication skills required - candidates must exude professionalism even in stressful situations
Required
