Desktop Support Technician II, II or IV
Job Description
Desktop Support Technician II, II or IV
Location: Anchorage, AK
Description
Provides resolution to all desktop support requests. Configures, troubleshoots, isolates, repairs, and resolves all customer desktop issues including desktop/laptop hardware and software, mobile devices, printer, scanners, copiers, hardware peripherals and other desktop related equipment. Troubleshoots and repair desktop computers to ensure they interconnect seamlessly with multiple systems including network drives and all business productivity applications. Communicates directly with customers via phone, e-mail and remote diagnostics to identify, reproduce and resolve customer reported issues. Works independently to troubleshoot all support requests and follow escalation policies. Participates in testing, documentation and implementation of assigned projects. Responsible for tracking hardware inventory per division policies along with running and terminating infrastructure cabling between computers and network services, LAN/Wireless. Typically requires 3-7 years of experience. Provides technical/functional and/or administrative support. General working knowledge of specific systems, terminology and procedures used within the department. Performs routine tasks. Able to solve problems and make basic decisions.
JOB DETAILS
REQUIRED
PREFERRED
Location: Anchorage, AK
Description
Provides resolution to all desktop support requests. Configures, troubleshoots, isolates, repairs, and resolves all customer desktop issues including desktop/laptop hardware and software, mobile devices, printer, scanners, copiers, hardware peripherals and other desktop related equipment. Troubleshoots and repair desktop computers to ensure they interconnect seamlessly with multiple systems including network drives and all business productivity applications. Communicates directly with customers via phone, e-mail and remote diagnostics to identify, reproduce and resolve customer reported issues. Works independently to troubleshoot all support requests and follow escalation policies. Participates in testing, documentation and implementation of assigned projects. Responsible for tracking hardware inventory per division policies along with running and terminating infrastructure cabling between computers and network services, LAN/Wireless. Typically requires 3-7 years of experience. Provides technical/functional and/or administrative support. General working knowledge of specific systems, terminology and procedures used within the department. Performs routine tasks. Able to solve problems and make basic decisions.
JOB DETAILS
- Provide deskside and remote support for Personal Computing environments at the Anchorage location.
- Perform technical support, assembly, installation, repairs, and moving of computers, mobile devices, printers, and peripheral hardware assemblies, and maintain hardware inventories for on-site and remote computer support to end users.
- Provide executive IT support, including high-level troubleshooting and problem resolution for hardware and software issues.
- Windows 10, Mac OS, and iOS devices support
- Office 365 product support including OneDrive
- Handling technically complex desktop support issues.
- Work independently and partner with multiple IT support team personnel in Alaska, Bartlesville, and Houston to provide seamless support to users.
- Provides training and consultation to end users. Provides expertise in the selection of standard hardware and software solutions to maximize efficiency and meet customer needs.
- Certified warranty & non- warranty repair of Dell computers.
- Managing small to medium local projects for and participating in IT initiatives.
- Provide ancillary support for meeting room issues, inventories, and users.
REQUIRED
- Valid Drivers License
- 3+ years of direct experience in troubleshooting Microsoft Windows Operating Systems and Office 365 applications
- Willing and able (with or without a reasonable accommodation) to lift/move equipment up to 30lbs
- High School Diploma/GED
- Able to work a 40 hour work week schedule in Anchorage
PREFERRED
- A+ Certification (If not, must be able to obtain within 3 months of starting position)
- Bachelor's degree in Information Technology, Computer Sciences or IT related field or associate degree in Information
- Knowledge of a broad range of technologies including: WAN/LAN, COE Desktop, Core Business Applications and Desktop Products
- Interest and experience in the Energy industry
- 5+ years of desktop, server, and network/systems support
- 3+ years of experience evaluating enterprise client hardware
- 1+ year of direct meeting room technology support
- Experience with Systems Center Configuration Manager (SCCM)
- Strong Active Directory knowledge with experience in group policy administration
- Ability to give presentations to small or medium size groups
- Excellent verbal and written communication skills with direct customer interaction
- Takes Accountability - Takes ownership of actions and follows through on commitments by holding others accountable and standing up for what's right
- Builds effective solutions based on available information and makes timely decisions that are safe and ethical
- Listens actively and invites new ideas for shared understanding, then influences and acts to drive positive performance and achieve results
- Builds positive relationships based on trust and seeks collaboration across organizational boundaries to achieve goals
- Excellent verbal and written communication skills with direct customer interaction