O
AI Summary
The Desktop Support Technician provides technical support for internal customers, resolving issues with desktop environments, hardware, and software. This role involves daily administration, maintenance, and troubleshooting of computer devices, user accounts, and network support. The ideal candidate will have strong problem-solving skills and experience with helpdesk ticketing systems.
Key Highlights
Assist in the repair, inventory tracking, and deployment of new systems
Provide end-user support for desktop computer, peripheral equipment, and software
Troubleshoot issues with printers, copiers, and scanners
Work on rotating basis to support 24/7 on-call production environment
Create and update documentation for user/IT processes
Technical Skills Required
Benefits & Perks
401(k)
401(k) matching
AD&D insurance
Dental insurance
Disability insurance
Employee assistance program
Health insurance
Health savings account
Life insurance
Mental wellbeing resources
Paid Maternity leave
Paid Parental leave
Referral program
Relocation assistance
Sick time
Vacation time
Vision insurance
Job Description
Position Summary
The Desktop Support Technician performs maintenance and support of the IT Infrastructure needs: PC workstations, switches, printers, copiers, and VoIP system. Analyzes requirements, resolves problems, installs hardware and software solutions and answers calls/emails from internal customers to troubleshoot and resolve issues for desktop environment. Performs desktop support and service desk role.
The Desktop Support Technician demonstrates and adheres to the company values of safety, honesty, ownership, respect, and teamwork to ensure a successful partnership with customers and employees that result in OmniTRAX’s continued success.
Essential Responsibilities
- Assist in the repair, inventory tracking, management, and deployment of new systems
- Upgrade existing systems
- Daily administration and maintenance of computer devices
- Daily administration and maintenance of user accounts
- Deliver end-user support over the phone and desk side: install, configure and the ongoing usability of user desktop computer, peripheral equipment, and software
- Assist end-users with network support
- Available to work on rotating basis to support the 24/7 on-call of the production environment
- On-site requirement a minimum of 4 days per week subject to change at company discretion
- Conduct computer deployment: track and execute computer hardware refreshes
- Monitor ticket system: triage incoming helpdesk tickets; work with IT staff as appropriate to determine and resolve reported problems from users
- Assist users and work within small IT team to resolve technical problems with desktop computing/network equipment and software
- Perform printer support: troubleshoot issues with printers, copiers, and scanners
- Create and update documentation for user/IT processes, document repeatable processes and procedures
- Personal interaction with internal customers
- Perform other duties and projects as assigned
- None
- High School Diploma/GED
- 3-5 years desktop and direct end-user contact support experience
- Experience with helpdesk ticketing system
- Possess good trouble-shooting and problem-solving skills
- Outstanding interpersonal, customer service and telephone etiquette skills: professional demeanor at all times, performs approximately 50% of work remotely via phone
- Strong understanding and working knowledge of classic and Azure Active Directory user and computer objects
- Effectively manage problems through all phases: analysis, resolution, troubleshooting and root cause analysis
- Working knowledge of mobile devices: iPhone, iPad effectively troubleshoot and configure devices
- Self-motivated, multi-task and initiate to meet deadlines and customer satisfaction
- Strong experience in Microsoft applications and operating systems starting with Windows 10
- Excellent verbal and written communication skills; effectively converse with all levels of the company, customers, business associates
- Intermediate computer skills in Microsoft Office Suite
- Professional integrity and accountability
- Work in fast-paced, collaborative environment
- Valid Driver’s License
- Previous experience in Rail Transportation, Supply Chain Logistics, Manufacturing and/or Oil and Gas industries
- Associate’s degree in IT or related field
- Experience working in a NOC or helpdesk environment
- None
- Work in a climate-controlled office and routinely use standard office equipment
Occasional, as business requires
Compensation
- Estimated Starting Pay: $28.20
- Exact starting salary is determined by merit; seniority; geographic location; education, training, and/or experience related to job duties and responsibilities
- FLSA Status: Exempt, Not Eligible for Overtime
- Eligible for Participation - Annual Discretionary Bonus
- 401(k)
- 401(k) matching
- AD&D insurance
- Dental insurance
- Disability insurance
- Employee assistance program
- Health insurance
- Health savings account
- Life insurance
- Mental wellbeing resources
- Paid Maternity leave
- Paid Parental leave
- Referral program
- Relocation assistance
- Sick time
- Vacation time
- Vision insurance
Physical Requirements
% of Work Time
Remain in a seated position
80%
Speak and hear clearly
100%
Lift office products and supplies, up to 20 lbs.
20%
Stoop, kneel, bend and reach
10%
Dexterity to write and manipulate keyboard and mouse
100%
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