TITLE: Desktop Support Technician

REPORTS TO: Director, Information Technology

EMPLOYMENT STATUS: Fulltime

The Desktop Support Technician under direction of the Director, Information Technology supports, maintains, and evaluates computer networking and telecommunication systems; installs, configures, and maintains all end user devices on the networks; performs other related duties as assigned.

1. Education:

1. Associate degree or above in computer science, information systems, or related field
2. Prior experience working on a Helpdesk, in IT, or similar technical function.

1. Experience:

1. Excellent organizational and communication abilities.
2. Advanced decision making and problem-solving skills.
3. Excellent problem-solving and troubleshooting skills.
4. The ability to communicate technical information in an accessible manner to non-technical employees.
5. A process improvement mindset.
6. Software maintenance and testing capability.
7. Basic knowledge of networking principles and operating systems.
8. Ability to effectively prioritize and execute tasks in a high-pressure environment.
9. Customer-service focus.
10. Collaborative mindset.
11. Hands-on problem-solving ability.

1. Fulltime Employment:
   1. 40hrs per week. Work week is Monday thru Friday
   2. Schedule determined by supervisor.
   3. Must be willing to travel.

1. Installs, modifies, and makes minor repairs to computer hardware and software systems.
2. Resolves tickets representing staff-generated technical requests or problems and troubleshoots technical and process issues to maintain productivity.
3. Maintains system functionality by testing computer components.
4. Consults with users to determine appropriate hardware and software needs.
5. Maximizes computer systems capabilities by studying technical applications and making recommendations.
6. Tests compatibility of new programs with existing ones.
7. Gathers data to identify and evaluate technical purchasing options.
8. Confirms program objectives and specifications by testing new programs, comparing them with established standards, and making modifications.
9. Evaluates vendor-supplied software by studying user objectives and testing software compatibility with existing hardware and programs.
10. Installs software and necessary applications for workflow.
11. Trains users on new software in person or through a variety of tutorial channels, including self-guided training videos, user manuals, and digital instruction pages, often in collaboration with technical writers.
12. Maintains system capability by testing computer components.
13. Documents hardware and software updates.
14. Keeps up to date on technical advancements by attending educational workshops, reviewing professional publications, and participating in professional societies.
15. Prepares reference material for users by drafting operation instructions.
16. Participate in the IT after hours on call rotation.