What are the responsibilities and job description for the Desktop Support Tech III position at MODEC, Inc.?
The Desktop Support Tech III is responsible for configuring, deploying, managing, and troubleshooting MODEC's endpoint computing resources and collaboration technologies within a hybrid cloud environment. Provides Tier II and Tier III support for Windows, macOS, mobile devices, and Microsoft 365 services, ensuring secure, reliable, and efficient end-user computing services across corporate, regional, and remote locations.
DUTIES AND RESPONSIBILITIES:
- Installs, configures and troubleshoots desktop hardware including upgrades and malfunctions and software including service packs, upgrades and malfunctions.
- Solves general network problems related to PC hardware and cabling as well as software problems.
- Responsible for business email domain blacklist / rejected email research.
- Researches and makes recommendations to optimize MODEC PC hardware/software for CORP, RIO, and other remote office locations.
- Provides Tier III technical support to MODEC staff (Houston, domestic, and international remote sites) by resolving questions and problems relating to information systems hardware and software, network devices, cabling, workstation, peripherals, and electronic mail.
- Determines root cause for problems and resolves in an efficient and timely manner to minimize downtime, optimize efficiency and ensure customer satisfaction.
- Provides as needed 24 hours /afterhours user hardware/software support.
- Assists with coordinating the daily activities of the Desktop Support team and ensures customer satisfaction and business continuity.
- Models and teaches problem solving, creative thinking and planning skills to less experienced staff.
- Serves as backup for Network Administrator as needed.
- Maximizes the productivity of users by providing training and expanding knowledge of software and its capabilities.
- Provides periodic Tier II data restoration as needed by users.
- Provides Tier II network administration support.
- Participates in the evaluation of PC related hardware/software products and upgrades.
- Installs, tests and maintains all software upgrades and new software packages.
- Assists internal departments with multi-media (including video) presentations and training and special requirements.
- Diagnoses and repairs the user workstations. May reconfigure workstations and network cabling.
- Performs special projects for MODEC and MODEC clients.
QUALIFICATIONS & EXPERIENCE:
- High school plus additional specialized courses required. Bachelor’s degree in a related field preferred.
- ITIL Foundation, CompTIA A and related certification preferred.
- Familiarity with and operation of ITSM tools.
- At least five years related desktop support experience and excellent hardware and software skills including supporting MS O/S including Windows family to Windows 11, MAC OS, Microsoft 365 (Exchange Online, Teams, OneDrive, SharePoint), Microsoft Intune/ Endpoint Manager, Azure AD (Entra ID), MFA (Okta), Edge, Chrome, FireFox, Outlook, System Center Configuration Manager, FlexLM, PowerShell scripting, Directory and Resource Administration (DRA), Cisco Ironport and other MODEC standard software.
- Application Software proficiency in MS Project, AutoCAD, Primavera, FTP, O365 (Teams, Licensing, and Provisioning), Netwrix, NetPresenter is considered a plus.
- Working knowledge of AntiVirus software (Cylance/Aurora, MS Defender, TrendMicro), ServiceNow, IPC systems, OneDrive.
- Demonstrated effective interpersonal and communication skills and ability to communicate with all levels of personnel.
- Must exhibit initiative to bring projects to fruition with minimal supervision.
- Must have ability to handle multiple tasks and changing priorities with interruptions in a fast-paced environment.
- Must demonstrate the ability to handle confidential or sensitive information or issues.
MODEC America, Inc. is an Equal Opportunity Employer.