What are the responsibilities and job description for the Desktop Support Technician position at Norwalk Housing Authority?
Description: The Desktop Support Technician provides technical support and maintains The Housing Authority’s desktops, laptops, mobile devices, and peripherals. This involves installing, configuring, and maintaining computer systems, peripherals, and software applications to ensure optimal performance. Responsible for monitoring the ticketing system and troubleshooting problem areas in person, by phone, or via work order in a timely and accurate fashion and provide end-user assistance where required.
Responsibilities:
- Provide technical support to end users by diagnosing and resolving hardware, software, and network issues.
- Install, configure, and maintain desktop computers, laptops, printers, VoIP phones and other peripherals.
- Manage user accounts, permissions, and access rights within Active Directory, Office 365 and other systems.
- Assist with software installation, updates, and troubleshooting for core business applications.
- Respond to IT support tickets via ticket system, phone, email, or in-person, ensuring timely issue resolution.
- Maintain system security by enforcing company policies, performing updates, and monitoring for potential threats.
- Document troubleshooting steps, solutions, and common technical issues to improve IT support processes.
- Maintain accurate inventory of IT equipment.
- Collaborate with other vendors to escalate and resolve complex technical problems efficiently.
- Perform other related duties
Education & Certifications
- High school diploma or equivalent, and three years work experience in IT.
- Industry certifications like A and Network preferred
Knowledge & Experience
- Strong knowledge of Windows and macOS operating systems, including installation, troubleshooting, and configuration.
- Experience with Active Directory for user management, password resets, and account provisioning.
- Familiarity with networking concepts such as TCP/IP, DHCP, DNS, and basic troubleshooting of wired and wireless networks.
- Proficiency in supporting Microsoft 365 applications, email clients, and common business software.
- Hands-on experience with troubleshooting and repairing hardware components such as desktops, laptops, printers, and peripherals.
- Understanding of IT security best practices, including endpoint protection, patch management, and access controls.
- Excellent problem-solving and communication skills with the ability to provide clear technical guidance to non-technical users.
Personal Attributes
Strong customer service orientation.
- Proven analytical and problem – solving abilities.
- Good written, oral, and interpersonal communication skills.
- Ability to convey technical information into simple user – friendly terms.
- Highly self-motivated and directed.
- Keen attention to detail.
- Team-oriented and skilled in working within a collaborative environment.
Work Conditions
- Sitting, standing, or walking for extended periods of time.
- Lifting and transporting moderately heavy objects, such as computers and peripherals.
- This is an onsite 5 days per week position
Job Type: Full-time
Pay: $84,999.98 - $85,000.00 per year
Benefits:
- Employee assistance program
- Life insurance
- Paid time off
- Professional development assistance
- Retirement plan
- Tuition reimbursement
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Work Location: In person
Salary : $85,000 - $85,000