Desktop Support Technician

4 weeks ago

Georgetown, United States WRA Architects Inc. Full time
Job DescriptionJob DescriptionDescription:

About the role

Provide IT support for local office and remote offices. Find fixes, workarounds and final solutions by troubleshooting issues for desktop, laptop, and other user device support while providing exemplary customer service. May also share work with Level 3 support. Must be technically capable and a self-starter with strong organizational and customer service skills. Travel to remote office sites, work weekends or after hours and work overtime will be required when necessary.


Generally, handles break/fix, configuration issues, troubleshooting, software installations, hardware repair (including in-house repair or coordinating vendor support services). Will sometimes escalate to Level 3, depending on the issue, a level 2 tech may either 1) be limited to only solving known issues and escalate new issues to level 3; or 2) be authorized to research and implement fixes for new issues and only escalate to Level 3 if it is out of their skill set or ability to solve.

Requirements:

Responsibilities

  • Resolve Tier 1 support tickets and requests.
  • Respond to tickets in a timely manner.
  • Install and configure hardware and software.
  • New account provisioning and system setup for new hires.
  • Assist with new hire onboarding.
  • Office 365 administration experience.
  • Use remote tools and diagnostic utilities to aid in resolving support requests.
  • Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
  • Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
  • Experience with desktop operating systems including Windows 10, Windows 11, MacOS.
  • Some knowledge and understating of networking devices and appliances.
  • Some knowledge and understating of Cisco Meraki.
  • Ability to work in Active Directory.
  • Repair and replace equipment as needed.
  • Provide onsite and remote support to end users.
  • Assist in AV setups as needed for meetings.
  • Test new technology.
  • Create documentation for staff for training purpose.

Education

  • Two to three years of tech support experience.
  • CompTIA A+ and/or CompTIA Network+ or equivalent desirable.

Skill Set

  • Customer service mentality
  • Strong organizational and time management skills
  • Excellent verbal and written communication skills
  • Strong interpersonal skills
  • Reliable
  • Solid understanding of computers, networks and software
  • Experience using MS Office applications, Dell Alienware, Microsoft Surface laptops, Logitech peripherals.
  • High attention to detail
  • Previous experience with Halo or other ticketing system
  • Ability and willingness to travel to remote office sites as needed
  • Ability and willingness to work overtime when needed
  • Ability and willingness to work in a high-pressure environment
  • Ability and willingness to work in a collaborative team environment
  • Ability and willingness to quickly learn new technology and software
  • Ability to lift 50 lbs.

Reports

Desktop Support Technician will report to IT Manager and coordinate with Principals and Partners.

Continuing Education/ Expertise/ Leadership

Participate in continuing education seminars, conventions & organizations relevant to information management. Stay up to date on the latest best practices and techniques.

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