Desktop Support Technician III

Dynalectric Company•Portland, OR

About The Position

The Desktop Support Technician's III (DST III) role is to provide a single point of contact for end users to receive support and maintenance within the organization's desktop computing environment. This includes installing, diagnosing, repairing, maintaining and upgrading all PC hardware, mobile devices and equipment to ensure optimal performance. The person will also troubleshoot problem areas (in person, by telephone, or via email) in a timely and accurate fashion and provide end-user assistance when/where required. Escalates more complex issues to the IT Manager; may also validate the work of level I & II techs.

Requirements

Associate or bachelor’s degree preferred or equivalent work experience.
2-4yrs experience as a Desktop Support Technician or similar role.
0-1yrs of supervisory experience.
Excellent verbal and written communication skills.
Experience with current Windows OS.
Experience with Microsoft Office, Apple IOS, Citrix, VMWare, MDM environment.
Experience in responding to ticket-based support system.
Great customer service skills.
Great problem-solving skills.
Ability to multi-task in a fast–paced work environment.

Responsibilities

Desktop computer support
Address user tickets regarding hardware, software and networking (troubleshoot networking issues, software conflicts, hardware issues, process user moves and changes.)
Guide users with step-by-step instructions (help create technical documentation and manuals.)
Follow up with internal customers to ensure work stations are functional (validate the mounted drives are available, printer services are working, email is available.)
Conduct remote troubleshooting (ask targeted questions to diagnose problems, test alternative solutions until issue is resolved, direct unresolved issues to the next level of support personnel, record technical issues and solutions in logs.)
Mobile device support
Mobile phone configuration (assign phone to specific user, configure email, deploy required applications, set device security.)
Tablet configuration (assign tablet to specific user, configure required applications, device security.)
Mobile device management (validate devices in the system, push new applications to user devices as they become available, push application updates as needed, maintain device security.)
Asset inventory management
Enter new equipment into tracking system database (receives equipment, deploys asset tag, records equipment specifications and serial numbers.)
Retires out of date equipment securely (retires equipment from the asset database, stores equipment securely until ready for proper disposal.)
Ensures asset recovery upon employee departure (assigned by IT Manager to recover assets in a timely fashion, determine who gets access to departed employee data, determine status of email, updates asset status in tracking system, securely stores asset for next use.)
Manage the asset system (responsible for managing the local inventory database; also responsible for making modifications/improvements to the data base structure.)
Audits systems for proper security software and configurations (as assigned by the IT Manager.)
Computer setup
Computer imaging (use of MDT to apply the current image, using the computer naming standard, creation of the user account and accesses.)
Software installation (install user specific software per user manager instructions.)
Scripting (automating repetitive tasks, improving overall efficiencies.)
Validating work of staff (level I & II techs.)
Writes initial draft of IT procedures (to be reviewed and approved by IT Manager.)
Other duties as assigned by IT Manager.