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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