Desktop Support Technician

SUMMARY Overview of the position

This IT helpdesk role is the first-line support person for IT at Upper Deck. This position involves onsite and remote troubleshooting of user computers issues. The ideal candidate is proficient in troubleshooting hardware and software issues and has thorough knowledge of Windows and Mac operating systems, basic networking, Microsoft software packages, and web technologies. This position requires strong attention to details and communications skills.

ESSENTIAL DUTIES AND RESPONSIBILITIES The following statements are intended to describe the general nature and level of work being performed by an individual assigned to this job. Other duties may be assigned. 

•  Experience troubleshooting Mac and Windows operating systems.
• Provide first-line support for IT issues reported by users.
• Triage all help desk tickets and respond / escalation of tickets as required.
• Responsible for tickets involving issues and errors, new hire setup and equipment deployment. 
• Provide onsite and remote support via phone on / or remote session. 
• Perform timely updates for workstation hardware and software upgrades as required. 
• Solid understanding of and ability to install, configure and test workstation hardware including video cards, NICs, hard drives. 
• Must be able to work independently and be a quick learner. 
• Works in conjunction with the IT Department to analyze and resolve problems associated with technical applications and recommends solutions for changing needs. 
• Perform post-resolution follow up and document resolution. 
• Performs other related duties as assigned.

INTERACTION

This position will closely interact with the IT Director, IT team members, project stakeholders and internal /external project resources.

EDUCATION/YEARS EXPERIENCE 

• A certification is preferred. 
• 2 years in troubleshooting computer hardware and software issues. 
• Knowledge of Microsoft technologies such as Office, Active Directory, servers. 
• Knowledge of networking technologies such as IP, DNS, DHCP. 
• Familiar with computer hardware and software.

REQUIREMENTS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

KNOWLEDGE, SKILLS AND ABILITIES

• Strong Problem-solving. 
• Ability to work independently as well as in a team. 
• Ability to convey technical information in non-technical terms multi-task, and prioritize and manage time effectively while also ensuring accuracy of work through attention to detail 
• Knowledge of informational technology disciplines, e.g., software applications and interfaces, production operations, quality assurance and systems management, etc. 
• Exceptional customer service orientation. 
• Ability to absorb and retain information quickly. 
• Excellent communication and organizational skills as well as the ability to work as part of a team 
• A high degree of confidentiality required. 
• Ability to work in a fast-paced, always changing environment. 
• Ability to juggle multiple projects, tasks and issues.