Desktop Support Technician

General Function

This role will be expected to handle situations involving problem diagnosis and client relationship management. This role serves as the direct face-to-face contact for technology related issues and is expected to provide Walk-Up support with exceptional customer service skills. A key area of responsibility is resolving technology related problems in areas supported, including on-site and remote support.

Under general supervision, the Service Desk Support I - Tier II analyst will provide second line support for clients, following process to document and resolve technical issues relating to hardware, software, network, security, user provisioning, or general computer usage through various contract methods.

Essential Duties & Responsibilities

The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to this position.

• Provide Walk-Up support for end users requiring immediate assistance during business hours.
• Troubleshoot problems or issues that arise with Windows and mobile devices.
• Documenting any troubleshooting and corrective actions taken to resolve Windows desktop/laptop issues using the ITSM system.
• Provide support for audio/visual equipment.
• Provide Smart Hands support for network, printer and other on-site IT equipment.
• Perform imaging and basic setup on new devices for end users.
• Perform PC refreshes, including imaging a device, installing software and performing other configuration as necessary to provide a seamless PC exchange with the end user either individually or in a group setting.
• Perform asset and inventory management on PCs and peripherals in the stockroom.
• Perform MDF and or data center checks that include verifying room cleanliness, network devices are operational, UPS devices are functioning, and no other alarms or alerts are taking place.
• Manage asset lifecycle, including asset intake, retirement and disposal.
• Support remote end users as needed.
• Escalate unresolved issues to management and various technical support teams.
• Drive to alternate sites on an emergency and/or scheduled basis
  
  

Supervisory Responsibilities

None. Reports directly to Service Delivery Manager.

Minimum Knowledge, Skills And Abilities Required

• Must be a self-starter, detail-oriented, able to handle a variety of tasks in an efficient, accurate manner while working and delivering to deadlines.
• Demonstrate strong customer service skills by acting in a professional manner when interacting with end users.
• Must possess exceptional written and verbal communication skills (in English).
• Ability to quickly learn and acquire expertise in client's custom applications.
• Strong organizational skills and ability to prioritize workload -- someone who is energized by helping people and making things happen.
• Prior experience in a Windows environment preferred
• Excellent understanding of technology and the role of the "client" in relation to the larger IT infrastructure.
• Team player who is invested in and strives to maximize team/department performance.
• Strong verbal and written communication skills
• Ability to adapt and adjust to changing work situations, processes, and procedures
• Ability to multi-task and prioritize efforts in adapting to rapidly changing situations
• Experience with Active Directory administration
• Certification or experience equivalent to Microsoft MCITP or CompTIA A , Network , or Security
  
  

Physical and Mental Demands

The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands

Employees are frequently required to walk, stand and move about to accomplish tasks, particularly for long distances or moving from one work site to another. Must have the ability to ascend and descend stairs. Specific vision abilities required by this job include close vision and the ability to adjust focus.

• The ability to lift and move 35 pounds.
  
  

Mental Demands

While performing the duties of this class, employees are regularly required to effectively use written and oral communication skills; read and interpret data, information and documents; analyze and solve problems; use math and mathematical reasoning; learn and apply new skills and information; perform highly detailed work on multiple, concurrent tasks; and interact with Pomeroy employees, Clients and Vendors. Incumbent must maintain composure in a fast paced, high quality environment where personal and team accountabilities are the defining factors.

General office environment

Work is generally sedentary in nature but may require standing and walking for up to 10% or more of the time. Work is generally performed within an office environment, with standard office equipment available.