Job Description
Job Summary
The Desktop Support 1 position is responsible for providing first level technical support with the installation, maintenance, upgrade, troubleshooting, removal and repair of personal computer equipment, peripheral equipment, computer operating systems, computer software, and telephones.
Essential Duties/Responsibilities
• Understand and demonstrate the principals of the Company’s Mission, Vision and Values.
• Provide first line response for users with desktop, laptop, password, connectivity and application issues.
• Respond to requests for issues that may require technical assistance to be provided by phone, email and or/using a help desk management system or personal deskside visits.
• Escalates more complex and impactful issues to higher level support teams.
• Updates system inventory and tracking for desktops, laptops, printers, corporate cell phones and software licensing.
• Provides support related to testing and deployment of operating system and application security patches on workstations, laptops.
• Setup new hires with needed hardware, software, tokens, etc. Terminate employees per company policies & procedures.
• Works assigned tickets, vulnerabilities and patching as assigned.
• Troubleshoot and provide solutions to hardware and software problems. Install, upgrade, repair, and remove hardware and software as necessary.
• Develop and present application and user documentation and training for supporting departments across the organization.
• Acts as a liaison between customer and technical escalation points within the IT team.
• Install application software necessary to complete job functions.
• Update and maintain standard operating procedures on software and hardware deployments, account administration, and helpdesk tasks.
• Recommend equipment upgrades to environment as business needs dictate.
• Assist in projects as assigned by IT management.
• Comply with policies and procedures as required.
Minimum Requirements (Education & Experience)
• 0 to 6 months experience or equivalent education in a helpdesk or service desk environment: IT administration with Windows 7 Windows10. PC imaging and hardware deployment, group policy, workstation setup, remote assistance, Microsoft Active Directory and DNS preferred but will train right person.
• Associate’s degree in computer science or related field preferred.
Preferred Requirements (Education & Experience)
• Bachelor’s degree
• A+ highly desired
Minimum Requirements (Knowledge, Skills & Abilities)
• Intensive analytical skills necessary to comprehend real time production desktop performance along with maintaining best practices of desktop functionality
• Comprehension of networking/distributed computing environment concepts. Good technical skills with a thorough understanding of data communications and data center technology. Ability to implement and maintain a proactive support environment with Windows configurations on server support.
• Ability and willingness to cover on-call responsibilities on a rotating basis. Attention to detail a must.
Other Requirements/Information
• Weekend and evening hours may be required. Travel up to 10% may be required. This position supports multiple offices in North West Arkansas, Nevada, Tennessee, and Washington, DC.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. EEOC – Know Your Rights Poster.
NOTE: This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the job. It is intended to describe the general nature and work responsibilities of the position. This job description and the duties of this position are subject to change, modification, and addition as deemed necessary by the Company
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