Position Details
Desktop Support Technician Apply
Role: Desktop Support Technician
Location: Latham, NY
Duration: Contract
Job Summary:
This person is responsible for configuring the end user systems environment and supporting end users across one or several locations in North America to meet our team's SLA's. This is a hands-on technical position reporting to the Senior System Administrator/Client Support Supervisor.
Essential Job Functions:
- Respond and resolve users' requests for support in a timely manner
- Train users on client tools (MS Office, One Drive etc.)
- Administer Active Directory to support the needs of one or more offices, including:
- Adding, changing, and disabling
- Users
- Distribution groups
- Security groups
- Shared email addresses
- Login Scripts
- Automation
- Administer and support Mobile devices in Office 365
- Administer Office 365, Teams, and One Drive
- Actively monitor and respond to virus and system alerts
- Manage and administer VPN/Remote users
- Manage the Client computer inventory
- Set up and configure the phone system components:
- Phones
- Physical Phones
- Soft Phones
- Mobile devices
- Call routing and Queues
- Automated attendants and menu options
- Configure and support warehouse equipment, such as:
- Laser printers
- Label Printers
- RF Scanners
- Set up and configure clients for Warehouse applications such as:
- Proship
- Epicor Eclipse
- Relationships:
- Interfaces with other IT resources and business users locally and domestically in multiple locations.
Educational Qualifications:
- Associates degree or greater preferred.
- Knowledge & Experience:
- Microsoft certification(s) preferred
- Supporting a minimum of 500 users in a multi-office environment.
- 5+ years hands on experience with the following:
- Windows Active Directory
- Windows 10 in a networked, corporate environment
- Office 365, Teams, and One Drive
- Azure Experience a plus
- Hyper-V experience a plus
- Ticketing systems
- Remote Client Support
- Computer Imaging
- Software package deployments
- VoIP phone systems and basic call center voice technology and processes
- MS System Center/Service Manager
- Ability to document processes and steps
- ITIL based organization experience
Personal Attributes:
- Superior communication (oral, written) skills.
- Strong self-motivation
- Passion for learning
- Customer focused
- Experience working in a team-oriented, collaborative, multi-office environment.
- Able to work on own as well as on a team.
- Methodical troubleshooting, and attention to detail are essential for achieving success in this role.
Work Conditions:
- Occasional evening and weekend work required to resolve issues and meet deadlines.
- Able to participate in training sessions, presentations, and meetings.
- Some local and international travel may be required for the purpose of off-site installations and configuration.
Physical Demands:
- Sitting for extended periods of time.
- Dexterity of hands and fingers to operate a computer and peripherals.
- Physical demand requirements are at levels of those for sedentary office work.
