Overview

We are currently seeking a Desktop Support Technician that will be a critical member of a U.S.-based global systems integrator providing technology solutions and services for commercial and government clients. This is a full-time permanent role supporting our program in Durham, NC.

Responsibilities

• Supports, monitors, tests, and troubleshoots hardware and software problems pertaining to computer systems for ORD
  • Computers can be connected to a production network, isolated lab network, or stand-alone
  • Operating systems range from Windows 95, 98, NT, Windows 2000, Windows XP, Windows 7, and Windows 10 desktop / laptop / virtual workstation systems as well as support of local and network printers
• Schedules repairs, installs and configures workstations with approved image and additional software as approved/required
• Installs after-market hardware to support user equipment functionality as needed
• Moves IT systems and peripherals for office relocations
• Sets up, initiates, and shutdowns video conferences between two or more sites
• Follows approved standard operating procedures and meets all service level agreements
• Maintains and submits updates to asset management for all equipment maintained
• Updates the ticket tracking system as required
• Relies on instructions and pre-established guidelines to perform the functions of the job
• Works under supervision. Reports to a team leader or manager
• May be required periodically to work outside of scheduled work hours
• Responds to and diagnoses problems through discussion with users
• Ensures a timely process through which problems are controlled
• Includes problem recognition, research, isolation, resolution, and follow-up steps
• Supervises operation of help desk and serves as focal point for customer concerns
• Provides support to end users on a variety of issues
• Identifies, researches, and resolves technical problems
• Responds to telephone calls, email and personnel requests for technical support
• Documents, tracks, and monitors the problem to ensure a timely resolution
• Provides second-tier support to end users for either PC, server, or mainframe applications or hardware. Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem
• Simulates or recreates user problems to resolve operating difficulties
• Recommends systems modifications to reduce user problems
• Possesses and applies expertise on multiple complex work assignments
• Operates with appreciable latitude in developing methodology and presenting solutions to problems
• Contributes to deliverables and performance metrics where applicable

Qualifications

• 2 years of experience in a production networked environment supporting MDT imaging, Microsoft Office 365, Microsoft Windows XP, Windows 7 and Windows 10 workstations, network, and locally attached printers / plotters
• Experience with the customer’s installed product base – preferred
• Familiarity with Video Conference systems setup and preparation - desired
• Demonstrate familiarity with Video Conference systems setup and preparation - desired

Knowledge, Skills, and Abilities

• May need to install third party vendor hardware to support user equipment functionality.
• Has knowledge of commonly used concepts, practices, and procedures within a particular field
• Provide a hands-on customer service approach
• Troubleshoot computers, peripherals and telephone equipment
• Good verbal and written communications skills
• Organized and self-motivated
• Manage multiple priorities
• Productive working independently or as part of a team
• Must enjoy working with end users and must work well with other IT team members and department managers
• Proficient in use of MS Office products (e.g., Word, Excel) and operating systems (Windows, Linux, Unix, iOS, Android)

Education / Certifications

• An Associate or Bachelor’s degree an accredited college or university with major course work in information management, computer science or another related field
• equivalent education and work experience in desktop systems support may substitute
• A , MCDST, and other Microsoft certifications - highly desired

Work Authorization

• Will be required to obtain a Public Trust clearance

Background & Drug Screening Conditions

• Must pass a criminal background investigation
• Must pass a 4-panel Drug Test

Additional Perks/Benefits

• Paid Time Off & Holidays
• 401K with Company Matching
• Tuition & Training Reimbursement
• Birthday off with pay
• Leadership Development Training

Company Overview

Vision Technologies, a national and global systems integrator, provides IT services and solutions for commercial and federal clients. Our seasoned staff has keen insight into trends and emerging technologies that are changing the way we work, communicate, and protect our society. We offer design, installation, support and project management for Distributed Antenna Systems, Passive Optical Networking, voice/data, wireless systems, security, audiovisual, and video teleconferencing delivering powerful IP-centric, integrated solutions that get results. Vision Technologies is an AA/EOE/M/F/Disabled/VET Employer committed to providing equal employment opportunity without regard to an individual’s race, color, religion, age, gender, sexual orientation, veteran status, national origin, or disability.