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Desktop Support Technician

4 months ago

Philadelphia, United States INGLIS FOUNDATION Full time

**ESSENTIAL FUNCTIONS, QUALIFICATIONS & SKILLS**:

- Partners with IT Team to:

- Configure, deploy, maintain, troubleshoot and support computer workstations, laptops, tablets, printers, VoIP phones and other equipment
- Participate in hardware and software reviews
- Ensure that new equipment is installed and ready to operate on schedule
- Ensure desktop computers interconnect seamlessly with diverse systems
- Manage proper disposal of obsoleted computer equipment
- Provide support to the Inglis Adapted Technology Team in maintenance of the computing devices in the AT Lab
- Provide Desktop support to Inglis Housing Offices throughout the region
- Follows all standard IT procedures as relates to Help Desk and support
- follows standard Help Desk process to log, track and follow-up on customer requests
- uses project management tools and approaches as defined by IT
- acts as back-up as appropriate and required for support
- participates in after-hours on-call rotation

**PERSON CENTERED CARE**
- Champion for culture change and supportive leadership.
- Demonstrates a real sense of inquiry and a personal willingness to learn.
- Demonstrates the ability to take responsible actions within the parameters of the role without a constant need to be directed by others.
- Demonstrates politeness and respectfulness and evidences the self-awareness of the effect of her/his behavior on others.
- Demonstrates mutual respect for diversity.

**PEOPLE & TEAM LEADERSHIP**
- Demonstrates Inglis people and leadership values and behaviors
- Demonstrates the ability to follow-up on schedules, set priorities and achieve deadlines
- Demonstrates the Inglis Code of Conduct and builds trusted partnerships throughout the Inglis organization.
- Establishes and maintains effective relationships by gaining trust and respect.
- Is approachable and easy to talk with; puts forth an extra effort to make people at ease; is patience and builds rapport with customers and is a good listener.
- A team player and has the trust and support of peers.
- Promotes collaboration within the department

**TECHNOLOGY**:

- Actively engages in the use of computer systems and technology to enhance the day-to-day flow of information
- Encourages and supports staff on the appropriate use of computer systems and technology
- Understands common computer terminology and fundamentals of computers
- Understands and efficiently uses basic computer hardware and telecommunication devices
- Knows how to report issues to the IT Help Desk

**ROLE SPECIFIC COMPETENCIES**:
**Customer Service and Consultancy Skills** - Listens actively and asks appropriate questions to accurately understand the customer needs. Able to convey technical information to customers and promote understanding of relevant issues. Understands the customer’s needs, business role, and resource limitations to develop effective and appropriate solutions to problems. Negotiates time and priorities with customers to achieve problem resolution. ?Looks for opportunities to develop constructive working relationships with Business Application Owners and customers characterized by a high level of professionalism, acceptance, cooperation, and mutual respect. Continually seeks to improve customer service, perception, and satisfaction. ?

**Active Collaboration** - Builds partnerships and works collaboratively with others across the organization to achieve shared objectives. ?Represents own interests while being fair to others and their areas. ?Partners with others to get work done. ?Credits others for their contribution and accomplishments. ?Gains trust and support of others. ?Serves as a key resource to other technicians and the Application Expert in solving problems related to the assigned information system.

**Effective Written and Verbal Communication Skills** - Demonstrates an ability to speak well and represent Inglis and the IT department in a professional manner. Conveys ideas and facts using language the audience will best understand. Asks questions in ways that enhance the clarity, quality, and reliability of information.

**Teamwork** - Creates a positive and motivating working environment. Promotes cooperation and commitment within a team to achieve goals and deliverables. Value’s other team member’s contributions and time. Takes personal responsibility for the quality and timeliness of work. Adheres to the department policies, schedules, and procedures. Demonstrates the Inglis code of conduct and LIST ONE values.
- This position requires a minimum of a High school degree with a preferred technical degree in computer systems.
- Requires experience with Microsoft Office 365
- Requires familiarity with Microsoft Active Directory
- 3 - 5 years of experience installing, configuring and troubleshooting Windows 10
- Configuring and deploying MacOS a plus
- Proficiency in networking computers and laptops to LAN and WIFI networks is required.
- Required experience remote support and helpdesk ticketing s