Overview

HBR Consulting’s Desktop Support Technician is responsible for effective provisioning, installation/configuration, operation, and maintenance of systems hardware relating to end user support. This individual ensures that system hardware, operating systems, software systems, and related procedures adhere to organizational values.

This individual will also assist with technical issues. They will provide Tier I/II technical support to end users on various technical issues and problems relating to hardware, software and peripherals. They will also be responsible for responding to, documenting and resolving service tickets in a timely manner. The individual must have excellent problem-solving skills in order to diagnose, evaluate and resolve problem situations, or when appropriate, escalate or route them to appropriate IT staff members.

The Desktop Support Technician will also perform root cause analysis, develop checklists for typical problems and recommend procedures and controls for problem prevention. This position will support multiple platforms including desktops, laptops, mobile devices and videoconferencing equipment. This position may require independent work, sharing information and assisting others with work orders.

This individual is accountable for Windows systems that support infrastructure; and application systems. Responsibilities on these systems include provisioning, operations and support, maintenance and research and development to ensure continual innovation.

Responsibilities

• Provide Tier I/II technical support per request from various constituencies. Investigate and troubleshoot issues.
• Develop and maintain installation and configuration procedures.
• Contribute to and maintain system standards.
• Research and recommend innovative, and where possible automated approaches for system administration tasks.
• Perform regular security monitoring to identify any possible intrusions.
• Perform regular file archival and purge as necessary.
• Create, change, and delete user accounts per request.
• Repair and recover from hardware or software failures. Coordinate and communicate with impacted constituencies.
• Apply OS patches and upgrades on a regular basis, and upgrade administrative tools and utilities. Configure / add new services as necessary.
• Upgrade and configure system software that supports infrastructure applications per project or operational needs.
• Maintain operational, configuration, or other procedures.
• Perform ongoing performance tuning, hardware upgrades, and resource optimization as required. Configure CPU, memory, and disk partitions as required.
• Install new / rebuild existing laptops and configure hardware, peripherals, services, settings, directories, storage, etc. in accordance with standards and project/operational requirements.

Qualifications

• 0-2 years experience in troubleshooting Windows services and Windows workstations in a Windows domain; to include knowledge of TCP/IP, antivirus and anti-spam techniques.
• In-depth knowledge of Windows services including Active Directory, roaming profiles, remote desktop services, Microsoft Office 2016; Windows 10; printer / peripheral device troubleshooting; remote support for handheld smartphones and tablets.
• Ability to work independently, as well as in a team environment.
• Ability to explain in layman’s terms the use of computer-related technologies.
• Advanced computer hardware and software knowledge and skills.
• Analytical and problem-solving abilities, with keen attention to detail.
• Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.
• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, hand and power tools, and to handle other computer components.
• Lifting and transporting of heavy to moderately heavy objects such as computers and peripherals.
• Position deals with a variety of problems and sometime has to decide which answer is best. The question/issues are typically clear and requires determination of which answer (from a few choices) is the best.
• Decisions normally have a noticeable effect company-wide, and judgment errors can typically require one to two weeks to correct or reverse.
• Interpret and/or discuss information with others, which involves terminology or concepts not familiar to many people; regularly provide advice and recommend actions involving rather complex issues. May resolve problems within established practices.
• Provides occasional guidance, some of which is technical.
• Responsibilities sometimes require working evenings and weekends, sometimes with little advanced notice.
• No regular travel required.

HBR Consulting LLC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, marital status, civil union status, national origin, ancestry, age, parental status, disabled status, veteran status, or any other legally protected classification, in accordance with applicable law. 

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