Description

Desktop Support Technician

Job Description

Department: Digital Technology- IT Infrastructure

Job Status: Full Time

FLSA Status: Salary Non-Exempt

Reports To: IT Infrastructure Manager

Location: The Woodlands, TX

Amount of Travel Required: n/a

Work Schedule: 8a-5p; M-F

Positions Supervised: N/A

POSITION SUMMARY: The Desktop Support Technician will provide 1st/2nd tier support to identify, investigate and resolve technical problems in a Windows based environment.

ESSENTIAL FUNCTIONS: (The following duties and responsibilities are all essential job functions, as defined by the ADA, except for those that begin with the word "may.")

• Supports a growing employee base with day-to-day IT requests such as account and device management, new device setup, network troubleshooting etc.
• Monitors internal help desk system for the delegation, assignment and/or completion of trouble ticket
• Supports PCs, peripherals, soft phones, mobile phones, and printers
• Provisions new PCs and tracks company computing assets
• Document’s resolutions, escalates unsolved issues, and produces user-facing guides and FAQ’s to facilitate self-service
• Performs other related duties as assigned to assist with successful operations and business continuity.

POSITION REQUIREMENTS:

• Successfully passes background check, pre-employment drug screening, an any pre-employment aptitude and/or competency assessment(s).
• Possesses a valid U.S. Driver’s License.
• Daily, in-person predictable attendance

Qualifications

EDUCATION/EXPERIENCE LEVEL

• High School Diploma or GED
• Minimum 3 years’ experience in a desktop support and administration role

QUALIFICATIONS, SKILLS, COMPETENCIES, AND ABILITIES

• Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Speaking - Talking to others to convey information effectively.
• Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

• Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
• Time Management - Managing one's own time and the time of others.
• Writing - Communicating effectively in writing as appropriate for the needs of the audience.
• Speaking - Talking to others to convey information effectively.
• Management of Personnel Resources - Motivating, developing, and directing people as they work, identifying the best people for the job.
• Coordination - Adjusting actions in relation to others' actions.

• Problem Sensitivity - The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
• Oral Expression - The ability to communicate information and ideas in speaking so others will understand.
• Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences.
• Written Comprehension - The ability to read and understand information and ideas presented in writing.
• Deductive Reasoning - The ability to apply general rules to specific problems to produce answers that make sense.
• Speech Recognition - The ability to identify and understand the speech of another person.

PHYSICAL REQUIREMENTS/WORK ENVIRONMENT

The physical demands and work environment 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.

The Desktop Support Technician works indoors in an office setting, primarily sitting for extended periods of time at a desk station, keyboarding and using repetitive motions with wrists, hands, and or fingers. Vision abilities required by this job include close vision and the ability to adjust focus while reading and staring at computer monitor. They will also need to speak clearly and audibly, as well as have the ability to hear, understand, and distinguish speech and /or other sounds (e.g., building alarms) deriving from in person speech, telephone, or other remote speech. No adverse environmental conditions are expected. While in the office, the Desktop Support Technician may be called upon to stand, kneel, push, pull, reach overhead, stoop, crouch, climb, and lift; therefore, the Desktop Support Technician should be able to lift 25 lbs. independently.

Work hours may include or includes early morning, late evenings, and weekends, depending on business necessity.

AAP /EEO STATEMENT

The Company is committed to the cause of equal employment opportunity for all employees and applicants, thus abiding by all applicable state and federal laws. Our practices regarding employment, job promotion, compensation, training, and termination do not discriminate on the basis of race, color, religious creed, age, sex, national origin, veteran's status, disability, pregnancy, genetic information, or any other legally protected status. It is expected that all employees, both management and staff, will fully support these nondiscriminatory policies.

The company has reviewed this job description to ensure essential functions and duties have been included. It is not intended to be an exhaustive list of all functions, responsibilities, skills, and abilities.

Last Revised 01/2025.