Desktop Support Technician Level 1

The Role: Desktop Support Technician – Level 1

Location: 100% onsite in Lancaster, SC

Type: Direct Hire

What You’ll Do:

The IT Service Desk is the point of contact for all IT related incidents and service requests. The Desktop Support Technician is to provide support for all employees. The Desktop Support Technician is responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands. The position requires one to be able to work in a fast-paced environment which provides services via the phone, e-mail and in person. Work is performed with some supervision but still requires initiative and sound judgement.

Roles and Responsibilities:

• Respond to and resolve new IT support requests in accordance with established SLAs and departmental goals.
• Analyze and resolve technical issues with provided hardware, software, and telephone devices in a timely and accurate fashion.
• Use Critical Thinking and Root Cause Analysis methodologies when performing trouble analysis and following through to resolution or escalation.
• Follow solutions and KB articles to resolve helpdesk incidents.
• Escalate problems and issues to the next level support tier, management, or vendors as stated departmental guidelines, IT Management and/or business requirements.
• Prepare and install new IT equipment, including desktop, laptop, telephone, and other required devices.
• Perform upgrades on various hardware and software solutions.
• Install and configure new IT equipment as required.
• Provide end user training for existing and planned technologies.
• Implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalate incidents to other support teams as defined by department leadership.
• Maintaining the integrity and the security of the network including remote access, password access, file access, and intruder access.
• Demonstrate a vigilant approach to safeguarding every aspect of the IT environment against all malicious actors and the exploitation methods used.
• Providing support for home office and remote employees.
• Accurately record, update and document requests using the Helpdesk system.
• Conduct basic troubleshooting using verbal and other investigative methods to determine the appropriate level of support needed, resolving issues where possible or escalate to level II
• Use excellent communication skills (verbal and non-verbal) with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization.
• Develop and maintain end-user documentation of various software and procedures.
• Assist with and complete deliverables as assigned or approved by IT Management. This includes ad-hoc requests and project related tasks.
• Maintain a work environment that is clean and professional looking.
• Perform other assigned duties as may be required in meeting company objectives.
• Communicate effectively with other departments within the organization and function within a team environment.
• Effectively communicate with the users through all stages of the resolution process.
• Regular attendance is required.

Required Qualifications:

• Strong interpersonal and communications skills and the ability to work effectively with a wide range of people in a diverse community.
• Working knowledge of networking concepts & technologies, Operating System technologies, and Security concepts.
• Must be customer service oriented.
• Excellent verbal, telephone, and written etiquette.
• Proven ability to follow instructions, work under direct or indirect supervision, and multi-task.
• Effective and efficient troubleshooting and problem-solving skills.
• Must be reliable and possess good organizational skill.
• Ability to lift, move and inspect computer terminals, servers, switches, printers, and related equipment.
• Ability to enter and access information from a computer.
• Capable of sitting for prolonged periods of time at a computer screen.
• Ability to operate general office equipment such as computers, copiers, fax, etc.
• Works in office conditions but may be required to visit other department locations with data processing and related communication equipment.
• Follow solutions and KB articles to resolve helpdesk incidents.

Education & Experience:

• Associate degree in computer science (BS preferred) and/or equivalent technical certification with a minimum of 1-3 years of Information Technology work experience in a LAN/WAN environment.
• Industry recognized technical certification such as a Microsoft MCSE, Network , Server or A preferred but not required.
• Working technical knowledge of network and PC operating systems, including the most current Desktop operating system.
• Hands-on hardware/software troubleshooting experience.
• Able to install, support, and troubleshoot server and PC hardware components and peripherals.
• Prior experience with a helpdesk ticketing system.
• Prior experience working with imaging software to configure and deploy computers.
• Prior experience troubleshooting multifunction-printers.