What are the responsibilities and job description for the Desktop Support Technician position at F. H. Cann & Associates, Inc.?
The Desktop Support position provides technical assistance for onsite
employees as well as a remote workforce in supporting a Windows 10/11
environment. Responsibilities include, but are not limited to
hardwaresoftware installation, image creation and deployment,
troubleshooting of desktop and laptop computers, account creations and
maintenance as well as some networking. The candidate must be reliable
and friendly and be able to work collaboratively in a team environment.
Candidate must also have 3 years of experience working in a technical
Support Role. Essential Functions Reasonable Accommodations May Be Made
to enable individuals with disabilities to perform these essential
functions. Provide technical support and troubleshooting for desktop
hardware and software issues both in person and over the phone. Install,
configure, and maintain desktop operating systems and applications for
employees. Install and perform minor repairs to hardware, software, or
peripheral equipment, following design or installation specifications.
Set up and configure user accounts and permissions. Read technical
manuals, confer with users, or conduct computer diagnostics to
investigate and resolve problems or to provide technical assistance and
support. Image new computer hardware in preparation for deployment to
end-user, install and update computer software. Support key (Artiva)
application which is our CRM. Collaborate and escalate within the IT
team to determine and resolve problems in a timely manner. Manage
helpdesk ticketing system, provide regular updates to users. Manage
requests to meet business SLAs Must be flexible to work some evening (as
late as 9pm) and occasional Saturday Shifts. Position Requirements
Competencies Computers and Electronics Knowledge of Windows 10/11, MS
Office 0365, Active Directory and Manage Engine (or equivalent Help desk
application) Complex Problem Solving Identifying complex problems and
reviewing related information to develop and evaluate options and
implement solutions. Critical Thinking Using logic and reasoning to
identify the strengths and weaknesses of alternative solutions,
conclusions or approaches to problems. Time Management Managing one\'s
own time and the time of others. Systems Analysis Determining how a
system should work and how changes in conditions, operations, and the
environment will affect outcomes. Strong customer service skills with
the ability to communicate technical information to non-technical users.
Required Education and Experience 3 years working within a Desktop
Support environment. Solid understanding of Networking LAN/WAN.
Experience supporting VOIP environments in terms of troubleshooting
network backbone components through to softphones desired. Experience
with help desk software and remote support tools. Proficiency in
troubleshooting desktop hardware and software issues. Understanding of
firewall concepts and network security principles. Hardware Desktops,
Laptops, Multifunctional Network Printers, VOIP phones. Software
Microsoft Windows 10/11, Microsoft Office 365, Microsoft Active
Directory and Manage Engine. Work Environment Call/Contact Center;
In-Office Federal And State Contractor. Working From Home Requirements
This role might support occasional remote work Home internet minimum 25
MBPS Upload/Download required
employees as well as a remote workforce in supporting a Windows 10/11
environment. Responsibilities include, but are not limited to
hardwaresoftware installation, image creation and deployment,
troubleshooting of desktop and laptop computers, account creations and
maintenance as well as some networking. The candidate must be reliable
and friendly and be able to work collaboratively in a team environment.
Candidate must also have 3 years of experience working in a technical
Support Role. Essential Functions Reasonable Accommodations May Be Made
to enable individuals with disabilities to perform these essential
functions. Provide technical support and troubleshooting for desktop
hardware and software issues both in person and over the phone. Install,
configure, and maintain desktop operating systems and applications for
employees. Install and perform minor repairs to hardware, software, or
peripheral equipment, following design or installation specifications.
Set up and configure user accounts and permissions. Read technical
manuals, confer with users, or conduct computer diagnostics to
investigate and resolve problems or to provide technical assistance and
support. Image new computer hardware in preparation for deployment to
end-user, install and update computer software. Support key (Artiva)
application which is our CRM. Collaborate and escalate within the IT
team to determine and resolve problems in a timely manner. Manage
helpdesk ticketing system, provide regular updates to users. Manage
requests to meet business SLAs Must be flexible to work some evening (as
late as 9pm) and occasional Saturday Shifts. Position Requirements
Competencies Computers and Electronics Knowledge of Windows 10/11, MS
Office 0365, Active Directory and Manage Engine (or equivalent Help desk
application) Complex Problem Solving Identifying complex problems and
reviewing related information to develop and evaluate options and
implement solutions. Critical Thinking Using logic and reasoning to
identify the strengths and weaknesses of alternative solutions,
conclusions or approaches to problems. Time Management Managing one\'s
own time and the time of others. Systems Analysis Determining how a
system should work and how changes in conditions, operations, and the
environment will affect outcomes. Strong customer service skills with
the ability to communicate technical information to non-technical users.
Required Education and Experience 3 years working within a Desktop
Support environment. Solid understanding of Networking LAN/WAN.
Experience supporting VOIP environments in terms of troubleshooting
network backbone components through to softphones desired. Experience
with help desk software and remote support tools. Proficiency in
troubleshooting desktop hardware and software issues. Understanding of
firewall concepts and network security principles. Hardware Desktops,
Laptops, Multifunctional Network Printers, VOIP phones. Software
Microsoft Windows 10/11, Microsoft Office 365, Microsoft Active
Directory and Manage Engine. Work Environment Call/Contact Center;
In-Office Federal And State Contractor. Working From Home Requirements
This role might support occasional remote work Home internet minimum 25
MBPS Upload/Download required