Desktop Support Technician

JOB SUMMARY (Position is an on-site position in Urbanna, VA.)
The Desktop Support Technician will provide day-to day-local and remote desktop support, receive inbound calls, answer questions, troubleshoot and document steps performed to resolve challenges with hardware, software, and application issues in a ticketing system. The candidate will also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency within the IT Support Center. Desktop Support Technician provides Break-Fix, fault diagnosis and resolution. Provide fault analysis to customer’s various core operating systems and platforms and be able to provide support and apply desktop fault resolution for the approved application suite.  Salary:  $55,000/yr-$60,000/yr

ESSENTIAL FUNCTIONS
a) Provides first/second level contact and problem resolution for customer issues.
b) Works with Third Party Vendors to remediate AV issues as needed.
c) Provides timely communication on issue status and resolution.
d) Maintains ticket updates for all reported incidents.
e) Installs, upgrades, supports and troubleshoots Windows 10 and Microsoft Office365 on new and existing desktops and laptops.
f) Installs, upgrades, supports and troubleshoots for printers, computer hardware.
h) Performs general preventative maintenance tasks on computers, laptops, printers.
i) Performs remedial repairs on Desktops, laptops, printers and any other authorized peripheral equipment.
j) Uses diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software.
k) Performs other duties as assigned.
    
DECISION MAKING
Work under general supervision and performs a variety of tasks some are repetitive (e.g. user support problems, software support), some are not. Inform supervisor before any major server work which could have a wide impact on the Agency or to get approval on equipment purchase. 

KNOWLEDGE
a)    Broad experience of IT with basic understanding of Networks, Servers, Audio/Visual.
b)    Recent experience with hands-on Desktop Support.
c)    Knowledge of and experience troubleshooting/supporting Windows platform 10 (64bit), 0fffice 365, OneDrive.
d)    Advanced Hardware and software troubleshooting skills.
e)    Capable of providing best effort support for non-standard devices.
f)    Knowledge of the concepts and policy controls of Active Directory.
g)    Knowledge and understanding of: Devices and Telecoms.
h)    This position requires the ability to work in a project-based environment requiring flexibility and teamwork. 
 

REQUIRED MINIMUM QUALIFICATIONS AND SKILLS
a) Windows 10, Microsoft Active Directory, utilization of GPOs, MS Office 365, PC hardware installation and troubleshooting, Enterprise anti-virus solutions, Helpdesk ticketing systems.
b) Mobile device management including Android and IOS devices, Windows PC/laptop management via Active Directory.
c) Proven analytical, troubleshooting, and problem-solving skills.
d) Proven ability to multi-task, effectively determine priorities and meet SLA’s.
e) Excellent communication relationship-building and internal customer service skills.
f) Adaptable and flexible in a fast-changing industry and work environment.
g) Willing to work off-hours and weekends when required for projects or emergency support.

WORKING ENVIRONMENT
Office-based position with minimal physical requirements (ability to lift 20lbs, walking and climbing stairs). Occasional independent travel required around the area served by Bay Aging. 30% of the essential functions of the position can be performed remotely with phone and internet access.  Must possess valid driver’s license.

FLSA status: This is a non-exempt position.

Disclaimer: This job description is not designed to cover or contain a comprehensive listing of all activities, duties or responsibilities that are required of the employee. From time to time, the supervisor will ask job holder to perform additional duties related to the completion of the work.

Bay Aging is an Equal Opportunity Employer. All applicants will be considered for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran or disability status.  Bay Aging is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, contact MaDena DuChemin, Human Resource Manager at (804) 758-2396, Ext. 1228 or mduchemin@bayaging.org.