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Desktop Support Technician

3 months ago

Seattle, United States Infojini Inc Full time

Below is the job description for the position:

Position Title - IT Desktop Support Technician

Location - Seattle, Washington (Fully onsite)

Duration- 12 months (with possible extension)


Required Licenses or Certifications:

  • CompTIA A+ Certification preferred.
  • CompTIA Network+ Certification preferred.
  • ITIL V3 Foundations Certification preferred.

Minimum Qualifications:

Education & Experience: High School Diploma/GED supplemented by Technical School/College with coursework in information technology or a related field and three years of information technology experience in end-user support in an enterprise environment, that includes troubleshooting, maintenance, and imaging and installation of desktop/laptop computer systems and/or

network systems and includes troubleshooting, effective ticket management through applied tools and knowledge of ITIL best practices; OR an equivalent combination of education and experience.


General Job Summary:

Under general direction, performs a variety of field level information technology support involving the resolution of software and hardware related problems involving desktop computers,

peripherals, and networked systems for Agency offices and remote sites; provides on-site and phone consulting, coordination, and troubleshooting for end-users; coordinates assigned activities with appropriate department, division, and outside agencies; provides lead direction and oversight on special projects and handles more difficult and complex troubleshooting cases; and provides additional support to department/division as directed.


Essential Functions:

  • Provides Desktop Services support as required for the role and follows policies and procedures with the handling of all technology hardware/software.
  • Create and maintains appropriate Desktop Services documentation including knowledge articles, system documentation, and process workflows.
  • Resolves tickets Desktop Service ticket queue within Service-Now.
  • Performs activities related to Desktop Field services quality, including efficient ticket management, small projects and activities coordination within IT.
  • Performs troubleshooting duties involving the resolution of software and hardware related problems involving desktop computers, peripherals and networked systems for office and remote site locations; works with operations and maintenance staff management and staff to support ongoing growth of personnel and the required hardware and software requirements needed to fulfill their positions; move and relocation of workstation hardware and printer as assigned.
  • Reviews hardware and software requirements for remote staff including computers, monitors, printers, and other peripherals; and works with the Service Desk to complete remote site setup in a timely, efficient manner.
  • Provides support to the department on matters as directed; serves as staff on a variety of committees; attends and participates in professional group meetings; maintains awareness
  • of new trends and developments in field technologies related to area of assignment; incorporates new developments as appropriate; ensures processes, policies and practices are interpreted and applied consistently and effectively; ensures accountability and compliance with all current and applicable state and federal laws, Agency policies and procedures, rules and regulations.
  • Provides telecommunications support including add/change/removal of VOIP User and Conference phones.
  • Evaluates technology requests for assistance by studying specifications against current system configurations and recommends purchase and/or installation of equipment and/or software.
  • Analyzes Desktop Services ticket queue for trends and recommends corrective actions.
  • Provides technical assistance throughout application/hardware implementation to ensure smooth transition and sustainability for the organization.
  • User computer equipment moves as scheduled.
  • It is the personnel of all employees to integrate sustainability into everyday business practices.

Required Knowledge of:

  • Principles and practices of customer service.
  • Advanced operations, services and activities of a service desk and desktop field services operation.
  • Methods and techniques of performing advanced troubleshooting activities on PC and MAC hardware, software, printers, networked and peripheral equipment.
  • Knowledge of network protocols, technologies, and VPN configurations associated with LAN/WAN networks; local and wide area networking theory and technologies.
  • Good understanding of ITAM fundamentals and best practices.
  • Knowledge of computer and information systems, network storage, and networking connectivity technology.
  • Windows 2010 and MAC OS X products; implementing, operating, and troubleshooting TCP/IP and Ethernet-based network architectures.
  • Concepts, principles and practices of network architecture, design, development, protocols, implementation, and administration.
  • Configuration of workstation hardware, office networks, software components, printers, and desktop peripheral operating systems.
  • Service Desk tracking systems, i.e.: ServiceNow, Remedy.
  • Federal, state, and local laws, codes, and regulations.
  • Principles of business letter writing and basic report preparation.
  • Appropriate us of English, spelling, grammar, and punctuation.
  • Modern office procedures, methods, and equipment including computers and computer applications such as word processing, spreadsheets, and statistical databases.

Required Skill in:

  • Establishing and maintaining effective working relationships with other department staff, management, vendors, outside agencies, community groups and the general public.
  • Interpreting and administering policies and procedures sufficient to administer, discuss, resolve, and explain them to staff and other constituencies.
  • Identifying, troubleshooting, and resolving the most difficult computer hardware, software, network, and peripheral problems; coordinating solutions with outside vendors, users, and information technology staff.
  • Active Directory, SCCM, and enterprise-managed print services configuration and administration
  • Use of process improvement frameworks, i.e.: ITIL, COBIT, MOF
  • Installing, configuring, upgrading, and maintaining desktop computer hardware, software, and peripherals.
  • Demonstrating use and operation of desktop and network systems for Agency computer users.
  • Responding to user requests and providing effective customer service using clear communication skills.
  • Managing projects and making decisions in fast-paced, difficult environments.
  • Managing conference room AV technologies such as WebEx.
  • Responding to inquiries and in effective oral and written communication.
  • Researching, analyzing, and evaluating new service delivery methods and techniques.
  • Working cooperatively with other departments, Agency officials, and outside agencies.


Thanks & Regards

Infojini Consulting

Website:

Address: 10015 Old Columbia Road, Suite B 215, Columbia, MD 21046