Desktop Support Technician

• Own Desktop support for all of STI businesses.
• Coordinate the IT coordination of new Rental facilities including: ordering equipment, coordinating with our telecommunication consulting to get network connectivity, and our phone vendor on phone setup.
• Completing Preventative Maintenance as needed
• Provide first and second level technical support to employees and contractors in all of the STI facilities.
• Respond to Help Desk (HD) tickets regarding desktop, laptop, and portable device hardware issues. Troubleshoot and resolve as quickly as possible with a goal of 85% first time resolution on the tickets.
• Respond to software issues with operating systems, Microsoft Office, and other standard software used by STI.
• Fulfill end user requests for a new desktop and laptop equipment.
• Assist end users with physical installs or equipment relocations.
• Add machines to the appropriate domain and Active Directory as required.
• Install operating systems and other software on PC's, Mobile devices, and Thin Clients.
• Support Printers as needed
• Build "gold" images of desktops for deployment to users
• Maintains computer/peripherals asset inventory.
• Make configuration changes as necessary.
• Remove viruses and malware.
• Connect the network cable to the network switches and place RJ-45 connectors at the terminal, PC or printer equipment end and test the cables to insure proper functioning.
• Assist with maintenance of the NEC telephone system voice mail menus and voice mail system.
• Run reports from the NEC phone system, analyze the reports, and provide to feedback to manager.
• Provide regular updates on the state of the Desktop environment and provide suggestions on improving the current state.
• Provide documentation on both current state and futures states of the desktop ecosystem.
• Answer end user questions; contribute to user announcements, instructions, and FAQ documents.
• Assist fellow support IT teammates as needed either onsite or remotely in other sites during busy or vacation periods.
• Participate in team meetings; provide tips, hints, and other relevant info.
• Other tasks as assigned by the manager.
• Excellent communication skills, telephone support skills, and interpersonal skills required with a customer service focus.
• Ability to actively listen and ask questions as to the nature of end-user issue.
• Ability to troubleshoot and solve PC/Network problems quickly and accurately, escalating when appropriate.
• Ability to be an active participant and contributor on a professional IS Team.
• Working knowledge of MS Exchange, Active Directory, Remote Desktop, and SharePoint desirable but not required
• Desire to learn new technologies.
• Must have valid driver's license.
• Must be able to travel between plants.
• Must be willing to do on call work.
• Must be able to lift 50 lbs.

Above is a list of the most important responsibilities and functions, which are essential to the position. Employees must be able to perform these essential functions satisfactorily with or without a reasonable accommodation. Accommodations will be evaluated and provided to eligible employees on a case by case basis, depending on the employee's medical restrictions, work availability, the nature of the position, the position's essential functions and other relevant factors.

Qualifications

• Education: Degree preferred in a technology related field.
  
  
  
  • 3-5 years' experience required.
  
  
  
  
• Licenses/Certifications:
  
  
  
  
  
  
  
• Knowledge, Skills, & Abilities:
  
  
  
  • Working knowledge of Microsoft Office (Word, Excel, Outlook) version 2013/2010
  • Working knowledge of Help Desk policies and procedures
  • PC/Laptop build experience.
  • Working knowledge of Microsoft 8.1, 8, 7, and XP
  • Familiarity with networking, especially LANs, and wireless LANs and VPNs in a WAN setting desirable but not required.
  • Familiarity with mobile devices including Notebook computer, iPhone, and Android phones.
  • Knowledge with VoIP and Analog Phone systems including NEC Equipment desirable but not required.
  
  
  
  

Training:

• Orientation