Desktop Support Technician

Job Description

Job Description

Overview

At Samaritas, we ask you to join us - to “Be The Rock That Starts The Ripple”. A ripple of transformation in the individual lives of the 15,000 people we help each year, and a ripple of positive change throughout our community. Our team is growing at Samaritas! We are seeking more Rocks to join our team. We are always looking for additional employees who want to make a big impact and have a lot of fun doing so as part of an enthusiastic, collaborative team. We want you to be our rock!

We walk with people in need, offering hope and compassion while upholding their dignity, advocating for equality and justice, and seeking creative solutions with those who place their trust in us.

For a Samaritas video preview please click on our video link:

Responsibilities

Provides Level 2 break-fix hardware and software support of desktops, laptops, printers and other peripheral end-user equipment in addition to resolving outstanding service desk tickets.

Duties and Responsibilities

1. Provide Level 2 break/fix support and troubleshooting for hardware and software.
2. Install, configure and troubleshoot desktops, laptops, printers, scanners, video conferencing and other peripheral equipment.
3. Image desktops and laptops using Windows Deployment Services or other standard tools.
4. Create network print queues and setup new printers.
5. Answer end-user inquiries regarding software and hardware to resolve issues.
6. Provide end-user support for upgrades of desktops, laptops, applications and software.
7. Establish and maintain documented processes and procedures related to desktop support.
8. Monitor the service desk ticketing system and work on resolving and closing open tickets.
9. Work with team members, end-users and management to establish requirements for new systems, hardware and software or modifications to existing ones.
10. Research, evaluate and recommend new technologies to better existing solutions and to refine/streamline existing processes and procedures.

Qualifications

Job Qualifications

Education, Training, and Licensure/Certification

• Associate degree or Bachelor degree preferred with emphasis in Information Technology, Computer Science or Information Systems
• Certifications in PC Troubleshooting and Support preferred
• Certifications in Information Technology processes, procedures and best practices are a plus.

Experience

• Three years in computers and second-level troubleshooting and support.
• Windows XP, 7, 8 and Microsoft Office 2010, 2013
• Anti-virus (SOPHOS, McAfee or equivalent)
• Hardware/Software based Encryption solutions (SOPHOS, Norton or equivalent)
• Configuring network connections (LAN and WLAN) and printers on computers
• Active Directory, Exchange and Lync Administration with respect to adding new users and modifying permissions for existing users
• Experience working with a Service Desk solution for ticketing, escalations, service level agreements and other processes and procedures related to the Service Desk.

Additional Work Requirements

• Automobile travel required.
• Valid unrestricted driver's license with good driving record. Valid proof of automobile insurance.

#computer #IT #informationtechnology #software