Desktop Technician (FT), Term Limited - IS Desktop Support

📁
Information Systems/Technology
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19000397 Requisition #

9 month term limited position


Technical support professional who responds to escalated tickets as required via additional skills, knowledge, tools or authority; may resolve incidents remotely or at user's location via equipment returns; responsibilities may include hardware & software deployments, moves, adds and changes. 

 

Responsibilities:

  1. Provides support and trouble-shooting that tier 1 cannot resolve.
  2. Provides high-level customer service.
  3. Utilizes Automatic Call Distribution (ACD) telephone system and backs up tier 1 telephone support as needed.
  4. Performs work locally, remotely, via telephone, e-mail, and in-person.
  5. Provides services for D-H managed equipment including but not limited to personal computers (PCs) (desktops and laptops), peripherals, mobile devices, tablets, kiosks, faxes, printers, and scanners.
  6. Accurately performs installing/uninstalling of software and set-up/configuration of D-H managed PCs and peripherals.
  7. Provides system hardware and/or software repairs of DH PCs and peripherals.
  8. Performs upgrades of D-H managed PCs. 
  9. Provides and prioritizes trouble-shooting of software and hardware issues utilizing technical skills and appropriate DH approved technical tools.
  10. Utilizes current software platform for ticket management, problem management, inventory, and asset management.
  11. Performs duties related to recycling of discontinued PCs and peripherals, reimaging PCs and duties related to lost or stolen PCs and peripherals.
  12. Acts as departmental technical expert for other IS departmental staff, end-users and third party IT vendors.
  13. Networks and collaborates with other IS teams.
  14. Participates in administration of PC security policies, projects and on-going surveillance. 
  15. Supports projects and go-lives which may require on call coverage or an increase in work hours.
  16. Performs other duties as required or assigned.
Minimum Qualifications:
  • Bachelor’s degree in a computer related field with 3 years of relevant experience or equivalent required.
  • Excellent verbal and written communication skills required.
  • Strong customer services skills required.
  • Maintains knowledge of common DH used operating systems and company-wide distributed software (i.e.: Microsoft Office).
  • Demonstrated utilization of appropriate technical tools such as, but not limited to:  AD console, Citrix console, LANDesk, safeguard console, help desk utility, and security, provisioning, remote access, and printer software tools.
  • Ability to pass a typing test at a minimum of 40 WPM.
  • Reliable transportation for remote site (scheduled or on-demand) support including clean and fully valid driving license. 
Licensure/Certification Skills:
  • CompTIA, HDI and/or Windows Microsoft

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