Desktop Technician III

 

What is the role?

 

The IT Operations team is responsible for internal IT systems infrastructure. The Desktop Technician is responsible for providing a wide range of technical support functions including workstation operating system, business applications, peripherals, and mobile devices to internal staff.

 

Location: Hybrid (office located off of Colorado Blvd & Alameda)

Terms: Direct Hire

Salary Range: $70-80,000/year DOE

 

What will be expected of me?

 

  • Provide first contact support of incoming requests to the help desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.
  • Assist in maintenance, and repair of PCs, printers, terminals, etc., coordinate with technical support and vendors as necessary; coordinate with other IT staff to resolve hardware, software, and network problems.
  • Responds to escalated Help Desk calls and emails by researching and troubleshooting Tier 2 problems with software applications, hardware, printers, laptops and smart phones
  • Manages Projects and assigns tasks to team
  • Clearly and regularly documents user requests, tasks and projects by entering Help Desk tickets into IT ticketing system
  • Provides status and communicates incident resolution to users as well as peers
  • Leads in the development of new and existing technical procedures, documentation and operational instructions.  Develop help sheets and FAQ lists for end users.
  • Performs software installation, patching and upgrades on Windows computers using WSUS, Microsoft Endpoint Management, and Intune
  • Leads by refining desktop and laptop build images for optimal efficiency
  • User and computer administration via Active Directory
  • Manages team for accurate software and hardware inventory
  • Monitoring and responding to information security events
  • Provide clear written and verbal communication to users, peers and IT management.
  • Contribute to technician knowledgebase and training as needed.
  • Proactively learns new software, applications, and hardware
  • Contribute to technician knowledgebase and training as needed.

·      Review, mentor, and coach junior team members

·      Lead by example

 

Experience/Education:

·      6+ years’ experience in an IT department or Senior role

  • Excellent analytical, problem-solving and customer service skills
  • Strong verbal, written and interpersonal communication skills with the ability to interact with technical staff and other senior management/credit union staff as appropriate.
  • Ability to prioritize and multitask
  • Demonstrated team leader with the capability to work independently on projects
  • Valid driver’s license/reliable transportation
  • Imaging experience preferred (MEM – SCCM, Intune, Microsoft end point management)

 

                                                                            

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