IT Desk-Side Support Technician

 

IT Desk-Side Technician--Job Description: 

Provide technical support for the IT Support Section in the Desktop Services Group (IDS) in the Information Technology Services Department.  Provide desk-side support for customer departments. 

 Duties:

1) Provide resolution for desktop, laptop, and network connectivity problems in-person.  Research, analyze, and diagnose problems with client systems including PC hardware and software, servers, peripheral equipment, and networks.  Solve problems using documented processes where available and best practices where not.  The desktop systems are not in a standard configuration; there are approximately 80% Microsoft Windows, 10% Macintosh and 10% Linux platforms. 

2) Work on other duties as assigned (e.g. phone support, conference set-up, project work).

3) Provide documentation as appropriate (e.g. e-mails, process improvements).

 Required:BS degree in IT or equivalent years of experience  plus 2-5 years of relevant work experience. Ability to troubleshoot and resolve technical problems for users.  Must be able to independently resolve widely varying complex problems using current job knowledge and using research and external resources.  Hardware, software and networking experience.  Hardware experience must include Intel based desktops, laptops, group servers, and printers.  Software experience must include Windows 2000, Windows XP, and Microsoft Office. Must be highly motivated and have strong customer focus with the ability to interface with all levels of staff.  Must receive Dell Certified Enterprise Engineer (DCEE) certification within one year of employment. Must be able to lift at least 40 lbs. U.S. Citizen / Clearable to Secret clearance.

 Desired:  2-4 years experience with system management tools such as Altiris. Software experience with Desktop remote control tools. Experience supporting Macintosh and Linux desktop operating systems. Capable of leading at least one small project team and be a contributor in various areas within the department.  Strong presentation skills which may be used to document analysis and deliver technical presentations to customer teams in an articulate and effective manner using a variety of media (visual, written and oral ). Highly motivated with a desire to contribute to the success and direction for the group. Experience with identifying security related issues such as system hacks, computer viruses and worms, and spyware. Microsoft Certified Systems Engineer for Windows (MCSE). Microsoft Office Specialist (MOS).

 Special Working Conditions: Must be willing to do occasional travel to support operations and to work the necessary hours to finish critical work. Temporary three month position, could extend longer.