Role: Sr. Support / Help Desk Technician

Type: CTH

Location: Reading, PA – onsite 5 days/week

Top Skills: Strong upper level troubleshooting skills, networking/VLans and Windows servers-- DNS, DHCP, GPOs and inheritance.

Note: This is a transition role between help desk and systems analyst so we want strong troubleshooting skills and familiarity with AD, networking, Windows servers-- DNS, DHCP, GPOs and inheritance.

Position Summary:

The IT Help Desk Technician III will install, configure, and manage the organization’s personal computer, software, and related peripherals. They will contribute to department projects including upgrades and migrations. Employee may perform other related duties as required to meet the ongoing needs of the organization.

Essential Job Functions:

To perform this job successfully, an individual must be able to satisfactorily perform each essential duty. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Follow Helpdesk processes and procedures to meet or exceed Helpdesk Support metrics.
• Review Helpdesk Support history looking for service and process improvements.
• Configure install, upgrade, and maintain hardware such as computers, laptops, printers, phones, and other peripherals.
• Perform software and application installation and upgrades.
• Responsible for researching, evaluating, testing software/applications and hardware.
• Analyze and monitors personal computer activity to ensure optimal performance and perform necessary maintenance to support optimal availability.
• Train users on software and equipment usage. Communicates standards for use, operations, and security of network, personal computers, and data.
• Create and manage Active Directory objects and group policies.
• Diagnose and resolve end-user hardware and software computer problems in a timely fashion.
• Document technical processes and troubleshooting guidelines.
• Participate in the analysis and selection of new technology required for expanding computing needs throughout the organization.
• Participate in process improvement projects such as migrations and upgrades.
• Work with competing vendors to determine the best selection based on price, technical functionality, durability, manufacturer support and manufacturer.

Qualifications:

The qualifications listed below are representative of the knowledge, skill, and/or ability required.

• Associate degree in an information technology related field and 3 years’ experience or equivalent work experience.
• Experience with the following hardware/software/technologies:
• PC Hardware
• Microsoft Office 365 (Word, PowerPoint, Excel, OneNote, etc.)
• Windows OS (10,7)
• Microsoft Windows Servers, TCP/IP, & VMWare to include DNS, DHCP, printing, and firewall.
• Good grasp of networking and switching especially VLANS and troubleshooting
• Group Policy Objects in AD, inheritance, and troubleshooting.
• Microsoft Azure
• Working knowledge of server hardware.
• Demonstrated experience in troubleshooting and resolving technical problems.
• Demonstrated ability to work independently in a deadline-oriented environment.
• Clear and concise verbal and written communication skills.
• Travel to job site locations and vendors as required, with proper documentation needed for independent travel. (Credit card, valid driver’s license, passport).

Physical Requirements:

• 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.
• Must be able to perform the duties normally associated with office work including sitting, standing, walking, and use of computer printers, copiers, and telephone during a normal eight (8) hour workday.
• Occasionally required to climb, balance, stoop, kneel, crouch or crawl.
• Specific vision abilities required by this job include close vision, peripheral vision, and ability to adjust focus.

*Must be local to or in surrounding areas to Reading, PA.