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Information Technology Service Desk

4 months ago

Richland, Washington, United States CPSCOMTECH Inc Full time

Job Title: Desk Side Support Staff

Want to apply Read all the information about this position below, then hit the apply button.

The Desk Side Support Technician is responsible for maintaining local IS&T infrastructure and services, encompassing hardware, software, operating systems, video conferencing, network troubleshooting, and printing infrastructure to efficiently support internal users.

Job Responsibilities:

  • Deliver service for incident and request tasks related to deployed infrastructure services for end-users, including setup modifications and updates. Technical responsibilities also include training, troubleshooting, and upgrades for computing devices (PCs and mobile devices).
  • Adhere to established technology standards, policies, and support procedures.
  • Contribute to the establishment and monitoring of metrics for service delivery and customer satisfaction.
  • Provide end-user support for collaboration technologies such as video conferencing and smart displays including Surface Hubs, Skype for Business, Microsoft Teams.
  • Support Local Area Network and Wireless Network configurations.
  • Handle end-user needs related to Active Directory, DHCP, DNS, and print and file services (including Follow Me Print).
  • Manage and update local assets and configuration items in ServiceNow.
  • Execute physical changes like moves, adds, and modifications to setup.
  • Engage in special projects as required.
  • Occasional travel to offices or job sites for short-term project support.
  • Offer proactive and timely support to executives and VIPs.

Basic Qualifications:

  • Bachelor's degree in Computer Science, Information Technology, or related field, or 7 years of equivalent IT experience in absence of a degree.
  • At least 1 year of experience in providing IT support, including setup and maintenance of hardware, peripheral devices, software, video conferencing, and operating systems.
  • Minimum 1 year of experience with incident and request management systems such as ServiceNow.
  • Proven track record of supporting executives and VIPs.

Additional Information:

  • Skilled in the identification, evaluation, prioritization, and resolution of hardware and software issues.
  • Effective communication skills to interact with customers and various departments within the organization.
  • Collaborative approach, capable of working within a local team and the wider Corporate IS&T staff.
  • Knowledge of basic networking technologies and principles.
  • Ability to manage multiple priorities in a high-demand environment.
  • Competency in planning and supporting off-site meetings and conferences as required.
  • Must be able to lift up to 50 lbs.
  • A+ certification is preferred.