Desktop Support Technician

The primary role of the Help Desk Technician is to provide troubleshooting and support to in-house technology users. Under general supervision, provide technical software, hardware and network problem resolution to all computer users by performing question/problem diagnosis and guiding users through step-by-step solutions. The ideal candidate must be able to clearly communicate technical solutions in a user-friendly, professional manner; provide one-on-one end-user training as needed; troubleshoot network printer problems; escalate complex end-user problems; conduct hardware and software inventory database maintenance and reporting; and perform related work as required. This person will work closely with the Dallas office administration and the IT staff, and report directly to the IT director located in the Kansas City office.

Roles & Responsibilities:

• Possess and effectively apply comprehensive knowledge of computer hardware/software concepts
• Deliver, sets up, and assists in the configuration of end-user PC desktop hardware, software and peripherals
• Resolve end-user computer related issues via telephone, email, in person, or remotely.  Must be able to diagnose and resolve moderately complex system hardware, software, network and user issues
• Interface with end users and IT personnel for resolution of desktop related problems
• Assist with all aspects of technical support
• Ability to setup workstations, printers, mobile devices

Additional Responsibilities:

• On occasion, contribute on projects such as software implementation and training.
• As needed, instruct end users in the appropriate use of equipment and/or software.
• Assist with technology planning and implementation of technology projects

Education/Experience:

A high school diploma or equivalent as well as some college preferred.  Some entry level experience in related information technology role required. Experience in an architecture office is desirable, but not essential.  Requires comprehensive knowledge of computer hardware/software concepts.

Certifications/Registrations:

• Possession of a valid motor vehicle operator’s license and willingness to use insured personal vehicle in the courses of employment.

Qualifications:

The candidate must possess comprehensive knowledge of Microsoft 365 products.  Computer imaging, ticketing systems and active directory knowledge required.  Knowledge of Switches, firewalls, and Windows Server products a plus. Candidate must be eager to learn and have excellent organizational and multi-tasking skills, exceptional initiative, and ability to work effectively in a professional atmosphere, strong written and oral communication skills. 

To perform this job successfully, an individual must be detail oriented and able to perform each essential duty effectively.

• Ability to demonstrate effective communication and mentorship/leadership skills
• Excellent problem-solving skills and the ability to confidently and decisively take action
• Self-motivated with a strong work ethic and personally driven to consistently meet project deadlines and performance goals
• Ability to work independently, as well as with various disciplines and types of people and committed to being an effective, contributing team player

Work Environment:  
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Occasionally exposed to a variety of extreme conditions at office and construction job sites. 
• The noise level in the work environment and job sites may occasionally be loud. 

These requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Equal Opportunity Employer/Veterans/Disabled