The Desktop Engineer I (DE1) provides end user guidance and first level problem determination support. The DE1 will act as the primary contact with the end users for preventive and remedial care of computer and printer related Issues. The DE1 must have working knowledge of all Apple/MAC devices, Microsoft desktops/laptops/VDI’s, and new set-ups.
DUTIES AND RESPONSIBILITIES
- Act as the initial point of contact providing technical support to Remote/Field users for all computer and system related concerns from clients or other employees.
- Diagnose and troubleshoot technical issues through diagnostic techniques; account setup and network configuration with printers/devices.
- Effectively communicates complex information to customer, while walking them through the problem-solving process.
- Properly escalate unresolved issues to appropriate internal teams (e.g., Network Team).
- Maintain asset tracking system while tracking customer’s Service Requests and Support Cases through the ticketing system.
- Track computer system issues through to resolution, within agreed time limits.
- Setup and configure new or existing user accounts in Active Directory and Office 365 and manage password resets.
- Manage and support all company-owned wireless assets including cellphones, smartphones, tablets, mobile wireless data devices as well as aid with Video Conferencing.
- Disassemble, move, and reassemble computer equipment and peripherals for relocation requests by Central Office and Field/Remote Site users.
- Conducts job responsibilities in accordance with IT policies and procedures and applicable professional standards.
- Performs all other duties and projects as assigned.
QUALIFICATIONS
An Associate Degree in Computer Science or Information technology; or equivalent of 2 years' experience in an IT support department, providing computer related support. Must have knowledge of enterprise hardware and software used within an organization, with the ability to operate computer and peripheral equipment. Knowledgeable in Office365 productivity tools, and proficient in troubleshooting and repair of personal computers and peripherals. Understanding of TCP/IP and networking concepts and network connectivity. A+ certification is a nice to have.
Must have a valid driver's license.
**FOR FULL CONSIDERATION - ALL APPLICANTS MUST COMPLETE A APPLICATION ON THE COMPANY WEBPAGE AT: CAREERS.THECHA.ORG
Salary Range: $55,000 - $60,000
Grade: 61U
FLSA: Non-Exempt
Union: Yes
