Desktop Support Technician

Position Summary          

Technical support professional with proven customer service and issue resolution capabilities.  Key skill sets include 1st & possibly 2nd IT helpdesk support for hardware/software/LAN, interpreting end-user needs in IT requirements proactive service. Experience should include extensive PC, Microsoft, telephony, and general desktop software.  This position will provide 1st-level support to 200 local and remote desktops/laptops/thin clients and workstations while also maintaining the hardware inventory.

General Responsibilities

• Provides technical support to users for the operation of PC hardware, desktop application software and telephones.
• Installs desktop hardware and software.
• Assists with upgrades and patching.
• Trains end-users on basic hardware and software operation.
• Maintains computer hardware, including desktops, laptops, tablets, monitors, scanners, and others.
• Assists with maintaining hardware inventory and software licensing.
• Tests and configures new workstations with peripheral equipment.
• Coordinates remote activities with vendors regarding 3rd party issue escalations.
• Works independently to organize tasks as work is assigned.  Support users over the phone while tracking all support-related requests with help desk software.
• Prepare documentation as assigned.
• Other duties as assigned.

Physical Demands

The physical demands 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.

• While performing the duties of this job, the employee is regularly required to talk or hear. 
• The employee must occasionally lift and/or move up to 25 pounds.
• Specific vision requirements include the ability to see at close range.
• Fine hand manipulation (keyboarding).
• Travel between sites using own vehicle.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Internal office space. 
• The noise level in the work environment is usually moderate.

Education & Experience Requirements

Required

• High School Diploma.
• Minimum of two (2) years I.T. Help Desk experience with hands-on support of software, hardware, and telephony.
• Proficiency in Active Directory, PC operating systems, Microsoft Office products, and remote troubleshooting.
• Entry-level technical certification (A , Network .)
• Strong knowledge of networking fundamentals.
• Experience with Active Directory user/group management, AD attribute changes, etc.

Preferred

• Associate's Degree in Information Technology, Computer Science, or a related field.
• Experience in a health care environment using GE Centricity Practice Solution Software or another Electronic Health Record System.
• Familiarity with LAN/WAN concepts.

Skills & Abilities

• Strong troubleshooting skills.
• Strong organizational skills with the ability to prioritize and multitask various and conflicting responsibilities.
• Proven ability to function with minimal direction in completing the responsibilities of the position.
• Demonstrated ability to communicate clearly and effectively over the phone in a professional manner.
• Demonstrated ability to document problem resolutions clearly and effectively.
• Ability to consistently follow standard procedures.
• Strong typing skills.        
• Ability to translate end-user needs into IT requirements.