FLSA Status:
Non-Exempt
Approval Date:
August 2017
SUPERVISES:
There are no direct reports with this position.
POSITION SUMMARY:
Under general supervision, the Desktop Support Technician responds to user inquiries and requests for assistance in operating the Company’s computer systems and applications software. Employees in this job class work directly with customers and users to define, analyze and resolve system and network problems of up to moderate complexity; for example, network outages, computer/system outages, or desktop and telecom equipment replacement.
This job requires intermediate technical skills, business and user level knowledge of the systems and applications supported, and the ability to gather information, assess problems, and work with users and other IT staff to efficiently resolve issues and minimize down time.
TYPICAL DUTIES:
1. * Serves as designated support or customer contact for responding to user-level issues regarding systems of moderate complexity and/or a limited number of systems of higher complexity.
2. * Provides telecom and remote access support to clients; responds to inbound requests and moderately complex issues regarding troubleshooting, configuration, and repair related to networking, hardware and software operations.
3. * Interviews users to obtain pertinent information, analyzes problems for probable causes, and tests possible solutions.
4. * Logs and properly queues incoming support requests in ticketing system. Escalates and manages tickets to assure timely resolution, and thoroughly documents steps taken. Keeps track of all tickets worked on and annotates accordingly.
5. * Troubleshoots and repairs personal computers and peripheral equipment, and provides on-site troubleshooting and repair of client networks and computers.
6. * Participates in documenting departmental policies and procedures.
7. * Participates on system implementations at new site builds.
8. * May provide support for purchasing telecom accessories; 9. * Conducts billing on wireless devices and performs periodic inventory audit of all computer and telecom systems.
10. * Maintains understanding of business processes supported, and ensures policies and regulations are followed.
11. * May require working shifts outside of normal business hours.
12. Performs other duties and special projects as assigned.
- Denotes Essential Job Function
MINIMUM QUALIFICATIONS:
- One or more years of desktop and systems support experience in diverse IT environments;
- Excellent troubleshooting skills, especially for Windows and wireless devices;
- Experience using remote desktop tools.
- Understanding of database structures and SQL;
- Knowledge of and skill to operate the applications supported, which include SQL Queries, Windows, Outlook and Microsoft word, Excel, Access, and PowerPoint;
- Familiarity with ERP Systems preferred;
- Initiative and follow-through, including the ability to complete an assignment from start to finish and provide follow-up and documentation;
- Strong problem solving and analytical skills;
- Ability to communicate effectively and respond to questions and requests;
- Effective written communication skills using appropriate business English;
- Computer literacy to use business software, the Internet, enter data/retrieve data;
- Human relations skills to build effective working relationships;
- Demonstrated customer service, problem solving and common sense skills.
- EDUCATION REQUIREMENTS: Associates
- High School Diploma or GED
- CERTIFICATES OR LICENSES REQUIRED: The following licenses or certificates may be required depending on local, state and/or contract requirements:
- Not Applicable
- PHYSICAL REQUIREMENTS: Employees must have the ability to perform the following physical demands for extended periods of time with or without assistance:
- Viewing computer screen/monitor
- Utilizing keyboard
- Answering phone/making calls
- WORK ENVIRONMENT: Work is performed in a normal office environment with limited privacy and some exposure to background noise.
- DISCLAIMER: The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to this job. Employees are expected to follow their supervisor’s instructions and to perform the tasks requested by their supervisors.
- At PRIDE, we make a difference in the lives of many, one job at a time.
- How to Apply
- Ready to make an impact?
- Join an organization where business meets purpose and every role contributes to a greater mission. Apply today at
- PRIDE Careers and be part of something meaningful.
- Learn more about who we are and what we stand for at www.prideindustries.com.
- PRIDE Industries is an Equal Opportunity Employer.
- All qualified applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, veteran status, or any other characteristic protected by law.
- Thank you for considering a career with us—we look forward to connecting with you!
Responsibilities
- PRIDE Industries
- Job Description
- Job: Desktop Support Technician
- Job Code: 918 - PR-Desktop Support Tech
- HR Title Group: Information Technology
