Desktop Support Technician I

07:01 01 September in

 

Job Title: Desktop Support Technician I
Department: IT
Reports To: Director, IT
FLSA Status: Hourly/Non-exempt
Job Code: 823
Salary Grade: 6H
Prepared By: Albert Lopez
Prepared Date: 08/22/2022
Approved By: Tammy Bode-Kopf
Approved Date: 8/25/2022

 

Email Resume

HREmail@ptitechnologies.com

 

SUMMARY

Responsible for providing Deskside support for IT equipment and systems. This includes installing, diagnosing, troubleshooting, repairing, maintaining, and upgrading all PC hardware and equipment to ensure optimal workstation performance.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES Include the following:

  • Respond to all Help Desk calls and tickets in a timely and professional manner
  • Perform desktop support
  • Log all questions and problems in Help Desk software
  • Document resolutions
  • Follow up with user to ensure problem has been resolved
  • Apprise management of unresolved issues
  • Provide technical assistance to desktop users
  • Develop and maintain a thorough working knowledge of applications, computer hardware, operating systems, and on-line services
  • Assists in system backups.
  • Maintain and configure printers
  • Receive ordered computer items and update computer inventory
  • Install and configure computer hardware, printers, and other peripherals
  • Install and configure computer software
  • Assist other operation personnel with projects as assigned
  • Purchase technical equipment for the business.
  • Complete daily, weekly and monthly operational tasks.
  • Basic phone support and remote control into desktop
  • Re-imaging and configuration of Windows laptops
  • Work collaboratively with the team
  • Keep work area organized
  • Other duties may be assigned

 

ADDITIONAL RESPONSIBILITIES

  • Conference room set ups for meetings requiring special computer and/or phone equipment
  • Equipment repair and tracking
  • Computer moves
  • Performs other related duties as required.

 

QUALIFICATIONS 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below 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.

 

EDUCATION AND/OR EXPERIENCE

  • A+ certification or equivalent computer hardware experience is a plus
  • Knowledge of Numara Track-It is a plus
  • Knowledge of Antivirus and Malware support tools is a plus

 

LANGUAGE SKILLS

Ability to effectively communicate in English and read and interpret complex blueprints and specifications and documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or employees of organization.

 

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

 

REASONING ABILITY

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations.

 

OTHER SKILLS AND ABILITIES

  • 6 months – 3 years of desk side support experience
  • Demonstrated skills in troubleshooting MS Windows, MS Office, Wireless, and PC’s
  • Experience using software to image and build PC’s
  • Strong organization skills
  • Strong customer service background
  • Excellent communication/customer service skills
  • Strong problem solving and decision making skills
  • Ability to multitask and meet time constraints
  • Ability to work as part of a team environment
  • Extensive knowledge of Windows 7/10 and MS Office 2010/2016 Suite
  • Evening and weekend shift hours as needed for special projects
  • Help desk experience

 

PHYSICAL DEMANDS 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to stand; walk and reach with hands and arms. The employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, color vision and ability to adjust focus.

 

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.

While performing the duties of this job, the employee is occasionally exposed to wet and/or humid conditions, moving mechanical parts, fumes or airborne particles, and toxic or caustic chemicals.  The noise level in the work environment is usually moderate.

 

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