Desktop Support Technician 1

JOB TITLE: Desktop Support Technician I

DIVISION: Engineering & Information Technology

DEPARTMENT: Information Technology

JOB SUMMARY:

The Desktop Support Technicians I provide advanced desktop support to the end user community (our customers) that includes a variety of technical and professional duties related to maintenance and upgrades for hardware and software and the corporate network. This role responds to and identifies, researches, and resolves desktop related problems (hardware/software/OS). The Desktop Support Technicians I will effectively prioritize his/her assignments, document their progress, and follow up with the customer before closing. Occasionally projects are assigned to the Technical Support Technician with detailed directions.

ESSENTIAL JOB FUNCTIONS:

The Desktop Support Technicians I is accountable for the following functions for the business units:

• Troubleshoot advanced desktop hardware/software problems and find a reasonable resolution
• Ensures timely follow-up and attention of end user support tickets
• Perform routine PC system cleanup tasks when visiting a desktop for support
• Deploy Laptops/Desktops using imaging software
• Use remote support tools to control end user PC’s for troubleshooting
• Complete hardware and software install, moves and upgrades
• Preparing and completing documentation for all functions of the job
• Maintaining positive relationships with co-workers, other employees, vendors, and contractors
• Behaving in an ethical manner and influences others to act accordingly
• Perform related duties consistent with the scope and intent of the position
  
  
  

JOB REQUIREMENTS:

Education and Experience

• High School Diploma or GED – Required
• Knowledge of Window 10 or MacOS operating systems – Required
• Related IT Systems experience - 2 years – Required
• Associates Degree in information technology or Business – Preferred
• A Certification – Preferred
  
  
  

Core Competencies

• Agile – Embraces change; adaptable and flexible; sense of urgency;
• Innovative – Uses critical thinking; Creativity; Continuous learning; Challenges the status quo;
• Customer Focused – External/Internal; Creates the exceptional customer experience; demonstrates a sales and service mentality;
• Collaborative – Teamwork, Proactive knowledge sharing, Constructive Conflict;
• Accountable – See it, Own it, Solve it, Do it; Hold each other accountable.
  
  
  

Job Specific Competencies

• Delivers Results – Strategic Planning & Execution; Makes decisions in the best interest of the Company; Knows and responds to business climate; Manages ambiguity;
• Displaying Technical Expertise – Keeps technical skills current; effectively applies specialized knowledge and skills to perform work tasks; understands and masters the technical skill, knowledge, and tasks associated with his/her job; shares technical expertise with others;
• Display Leadership – Models competencies and desired culture through actions. Seeks out and accepts feedback. Has a good sense of personal strengths and developmental areas. Demonstrates workplace diplomacy. Maintains composure during stressful times; manages stress effectively so it does not interfere with performance. Communicates a compelling vision that conveys the purpose and importance of the corporate vision and mission. Demonstrates high levels of enthusiasm and energy; pushes self and others when needed. Comfortable interacting with people at all levels of the organization. Demonstrates sound business insight when taking action.
  
  
  

Other Requirements

• Background record that meets Company standards
• Reliable means of transportation at all times
• Present a professional appearance and demeanor
• Strictly maintains confidentiality of financial and/or other Company information acquired in the course of work; discloses only when authorized, unless legally obligated to do so
• Valid driver’s license and driving record that meets company standards at all times
  
  
  

PHYSICAL DEMANDS:

Walking, kneeling, standing, stooping, crawling, climbing, sitting, driving, hearing, talking, vision, use of hands and lifting (up to 50 pounds).