What are the responsibilities and job description for the Desktop Support Technician position at Powerwell?
Quantam Solutions provides IT solutions and consulting for the Commonwealth of Kentucky. We offer a competitive hourly wage, health benefits, paid time off, and a 401(k) plan. We're currently seeking a Desktop Engineer/Support for the Commonwealth of Kentucky’s Commonwealth Office of Technology's Commonwealth Service Desk. The selected candidate must be able to work onsite in Frankfort, Kentucky 40601.
JOB DESCRIPTION:
Position Hours:
7:30 a.m. – 4:30 p.m., Monday through Friday. Some Saturdays may be required.
This position requires 1 year of IT experience as a Help Desk or Desktop Support technician, with experience in providing desktop support and troubleshooting. The ideal candidate will possess excellent customer service skills and the ability to consistently demonstrate excellent attendance.
Key Qualifications:
- Customer Service Skills and Temperament: Must exhibit professionalism at all times, refraining from the use of foul, abrasive, or condescending language over the phone.
- Non-Argumentative Demeanor: Avoids defensiveness or blame-shifting, takes ownership of issues.
- Empathy: Demonstrates patience and understanding, particularly when dealing with upset or angry customers.
- Good Communication Skills: Able to effectively communicate solutions to customers.
- Problem Solver: Possesses strong troubleshooting skills.
- Critical Thinker: Capable of analyzing situations and making informed decisions.
- Trainable: Willingness to learn and improve.
- Self-Starter: Shows initiative in completing tasks.
- Simplifying Explanations: Able to explain complex issues in a manner that customers can understand.
Preferred Competencies:
- Experience in a customer service-oriented workplace.
- IT experience and knowledge in the following areas:
- Desktop Support (both onsite and remote)
- Windows 7 and 10 Operating Systems
- Mapping Network Drives
- GlobalProtect Support
- General NAS Knowledge
- Microsoft Office Suite, particularly Outlook 2013 or higher
- Application Knowledge (e.g., Adobe, Java)
- Experience with the ServiceNow Ticketing System and knowledge base writing is preferred.
- Experience in a phone center and/or helpdesk environment.
- Ability to adapt to a lively and ever-changing environment.
- Experience working as part of a lively, collaborative team.
- Strong multitasking abilities.
- Documentation Skills: Ability to produce clear, concise documentation.
- Experience with Active Directory, particularly for resetting passwords (one of our most frequently used tools).
- Experience in remote support or desktop support.
Work Environment:
The position will be located at the Data Center in Frankfort, KY, within a cubicle environment. The building is cleaned and sanitized twice daily.
Job Type: Full-time
Pay: $18.00 - $22.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Referral program
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Work Location: In person
Salary : $18 - $22
