Demo

Desktop Support Technician II

InteLogix
El Paso, TX Full Time
POSTED ON 1/26/2025
AVAILABLE BEFORE 3/25/2025
Overview:

Supports company operations by performing installation, maintenance, and repairs of/to company personal computer PC systems and software.

Responsibilities:

  • Install, maintain, and support a variety of PC systems, peripheral devices and associated infrastructure
  • Support of mobile devices
  • Perform hardware diagnostics and execute or coordinate repairs in a timely fashion to ensure customer satisfaction
  • Provide second level support for all hardware and software escalations from the Help Desk
  • Maintain vendor relationship for contact/troubleshooting purposes serving as a liaison with third-party support and PC equipment vendors
  • Use discretionary judgment in planning, scheduling and executing computer equipment installations, imaging, upgrades and replacement projects
  • Effectively translate user requests, business needs and technical specifications into formal written documentation
  • Review, prioritize, and work trouble tickets within trouble ticket system, with a high sense of urgency
  • Provide off-hours support (on a rotating basis) to include nights and/or weekends
  • Own and resolve the most complex technology issues escalated by senior management in a manner which builds trust while ensuring business continuity
  • Leads complex and/or large-scale hardware/software projects
  • Travel up to 50% to meet the needs of the business (to include overnight travel)
  • Maintain concentration and focus in order to meet performance goals
  • Maintain good working relationship with assigned supervisors and coworkers
  • Work safely without presenting a threat to self or others
  • Perform additional duties as required by management
Qualifications:

Education:
  • Associate in computer science or PC related certification preferred
  • A Certification – preferred
  • Microsoft Certified Systems Engineer (MCSE) - preferred
  • Microsoft Office Suite Certification (MOS) - preferred

Experience:
  • 5 or more years of PC Support related experience. Experience leading complex and/or large-scale desktop hardware/software related projects
  • Experience in supporting virtual solutions; VDI, RDP, RDSH, DaaS or Cloud Virtual Desktops
o Specific experience with Azure Virtual Desktop and AWS Workspace preferred
  • Experience in Microsoft O365 Enterprise Licenses and Teams Collaboration preferred
  • Experience in End User Experience, Application Performance Monitoring of both premise and Cloud solution is preferred

Computer Experience:
  • Must have knowledge of commonly used concepts, practices, and procedures for the PC/LAN (Local Area Network) Support Department
  • Knowledge of networking principles, cabling, and TCPIP (Transmission Control Protocol/Internet Protocol) protocol
  • Strong working knowledge of Microsoft Operating Systems and Microsoft Office products

Skills & Abilities:
  • Ability to effectively and professionally communicate and collaborate with all levels of the organization and peers to reach common goals
  • Must successfully pass background investigation and drug screen according to company policy
  • Must produce a high level of contribution to the team environment and meet performance standards
  • Must have and be able to maintain a strong customer service focus
  • Must be able to handle crisis situations calmly and effectively
  • Must be able for travel, including some overnights and weekends
  • Ability to effectively and professionally communicate and collaborate with all levels of the organization and peers to reach common goals
  • Must be able to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
  • Must be able to write detailed reports and correspondence
  • Must possess a strong ability to reason quickly and be able to shift attention to priority situations as necessary; must be able to reason with other technical staff to assist in the problem resolution process
  • Relies on experience, judgment, and decision making skills to plan and accomplish goals and has the confidence to state opinion even when the majority disagrees
  • A wide degree of creativity and latitude is expected
  • Will be required at times to work a flexible schedule that provides needed coverage for customer service levels and/or time-sensitive projects
  • Ability to use common hand tools, testing instruments and specialized tools associated with hardware installation, maintenance, operation, and repair. Ability to exert moderate physical effort, typically involving a combination of climbing and balancing, stooping, kneeling, crouching, lifting, carrying, pushing and pulling
  • Ability to coordinate eyes, hands, feet and limbs in performing movements requiring skill and training, such as operating equipment
  • Ability to lift and carry 40 lb. weights such as equipment
  • Must be able to position self to maintain computers in tight spaces and perform overhead and under desk work
  • Occasionally use a ladder

All job offers are contingent upon completion of drug and background checks.


GC Services is an equal opportunity employer: M/F/Disabled/Vet

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