TITLE: Desktop Support Technician DEPARTMENT: Information Technology REPORTS TO: IT Manager

Position Summary

As a Desktop Support Technician, you will be the first line of defense for the IT Department. You will be handling inbound IT support requests from all levels of the organization. This includes user account management, workstation support and deployment, basic network troubleshooting, and application support for both third party and custom applications.

You will be expected to contribute to the continuous improvement of Smart Start’s IT Infrastructure and Operations. This includes advancing your personal competencies and IT skills through provided training as well as mentoring by senior team members.

If you’re passionate about technology and are looking for an opportunity to build IT systems for a

company that saves lives, then we have an exciting opportunity for you!

Essential Duties and Responsibilities

• Provision and deploy new workstations and laptops to corporate staff

• Manage hardware refreshes for existing workstations and mobile devices

• Manage corporate mobile account(s)

• Maintain all OS and application patches and updates on corporate workstations

• Routinely provide various summary reports to the IT Infrastructure Manager

• Help maintain internal IT documentation and employee self-help wiki

• Provision, troubleshoot and maintain phones and client software of the VOIP system

• Diagnose and repair workstations infected with malware and viruses

• Perform intermediate level troubleshooting on MS Office, network, and Windows OS

• Perform hardware maintenance on desktops, printers, projectors, mobile devices and other networked hardware

• Maintain domain user and computer accounts in Windows Active Directory

• Perform Software and Hardware audits

• Procurement of IT hardware and software for approved purchase orders from approved vendors

• Work with Systems Administrators to act as a backup on various server and application systems

• Work with Systems Administrators to deploy new server hardware and software

• Update job knowledge by participating in educational opportunities, reading professional publications, maintaining personal networks, and participating in professional organizations.

• Other duties as may be assigned by the IT Infrastructure Manager.

Position Requirements

• Minimum of 2 years of experience as part of a helpdesk or 1-year experience as a desktop support technician

• Intermediate understanding of Windows client operating systems

• Experience documenting work in a ticketing system

• Intermediate level experience troubleshooting and replacing computer hardware components.

• Intermediate to Expert level knowledge of MS Office

• Basic knowledge of Windows Active Directory

• Must have excellent communication skills both verbal and written, and be able to communicate with both team members and non-technical users

• Must demonstrate excellent organization, prioritization, follow-up, and time management skills

• Ability to work both independently and as part of a team

• Ability to work varying hours and travel when required (less than 5%)

• Must show strong analytical and problem-solving skills within a technical environment

• Must have the ability to lift servers and network equipment up to 50 lbs.

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or finger, handle, or feel objects, tools or controls. The employee is occasionally required to stand; walk; sit; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus.

The noise level in the work environment is usually moderate.

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills aptitudes and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.

Legal Disclaimer: This document is intended for informational purposes only and by no means should replace or substitute other legal documents (governmental or non-governmental) reflecting similar content or advice. If you have legal questions concerning your situation or the information provided, you should consult with an attorney.

Smart Start, Inc.

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