Desktop Support I

SUMMARY: 

Primary responsibilities include providing technical assistance and support for incoming queries and issues related to computer systems, software, and hardware using organization’s ticketing systems and other communication tools. This individual will be responsible for technical and end user documentation. Timely communications with both customer and IT management are key. Candidates must display initiative and have a positive attitude as well as demonstrate the ability to work effectively with all levels of the organization.

Subscribes to and promotes Goodwill of the Finger Lakes’ mission, vision and values.  Functions as an active Information Technology team member to achieve organization and department goals.

Competencies needed to be successful in this job include Action oriented, dealing with ambiguity, function/technical skills, detail oriented, problem solving, time management and customer service oriented.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Log customer questions and problems and track the issues through to resolution. This includes timely recording of problem symptoms and status information to communicate with and properly utilize senior IT staff.
2. Ensure timely escalation of customer problems when necessary, by documenting the impact to the customer and by assigning an appropriate priority and resolution target.
3. Ensure problem resolution by initiating and tracking problem assignments to Help Desk resources, vendors, and other IT staff, and by keeping the customer updated on the status of problem resolution.  
4. Place outbound calls to the Customer base when additional information or communication is needed regarding an issue
5. Communicate resolution expectations with customers and team members. 
6. Receive, organize and maintain IT equipment and work areas.
7. Assist in maintaining organization technology environment, including deployment and repair of hardware, deployment of software, training and trouble shooting.   
8. Assist in determining user requirements for system configuration and GPO.
9. Drive to Goodwill locations to inspect, replace, or repair HW/SW or investigate user issues. 
10. Installation and configuration of Microsoft Office products. 
11. Must have a valid driver’s license and reliable transportation.
12. Basic knowledge and use of Active Directory. 
13. Configuration and troubleshooting of Microsoft Outlook. 
14. Configurations of Client Network Printing. 
15. Provide remote assistance and troubleshooting. 
16. Provide Windows Client Desktop & laptop software support. 
17. Use of Windows Client Imaging and Deployment Tools.

QUALIFICATION REQUIREMENTS: 

• In-depth knowledge of current Windows OS and Microsoft Office products
• Understanding of Windows Registry  
• Basic troubleshooting of wired and Wi-Fi networks
• Knowledge and use of Active Directory helpful 
• Installation and configuration of Microsoft Office products 
• Configurations of client network printing 
• Provide remote assistance and troubleshooting
• Experience with PC setups and imaging software preferred 
• Phone support experience 
• Ability to research issues and solutions
• Excellent organization and time-management skills 
• Strong writing and documentation skills 
• Exceptional customer service skills 
• Work effectively with minimal supervision
• Self-motivated

EDUCATION AND EXPERIENCE:

Associate’s degree in computer science or related field or one year equivalent work experience supporting end users. 

LANGUAGE SKILLS:

Communicates effectively in both verbal and written forms with end-users and team members. 

REASONING ABILITY:

Able to define problems, collect data, establish facts, and draw valid conclusions. 

PHYSICAL DEMANDS: 

While performing the duties of this job, the employee is regularly required to sit for extended periods of time and to work extensively with computers. Additionally, the employee may be required to walk for extended periods of times between locations and within the building – up to 2 to 3 miles per day. The employee will be required to frequently lift 20-30 pounds and may be required to lift 50+ pounds. The employee must be able to communicate effectively. The employee needs to have reasonable mobility.

WORK ENVIRONMENT: 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. While performing the duties of this job, the employee may travel to employment sites and is therefore exposed to outside weather conditions. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.