Summary
Install config design
The Desktop Support Tech III serves as an expert in the realm of end user technology and is responsible for installation/configuration, operation, and maintenance of systems hardware, software, and related peripherals. They will assist with ensuring that system hardware, operating systems, software systems, and related procedures adhere to the organization’s mission and values.
Evaluate and recommend
The Desktop Support Tech III will evaluate and recommend new technologies to both improve productivity and expand current organizational capabilities.
Projects
The Desktop Support Tech III will assist with clarifying requirements and design solutions for project work. They will also provide technical work as defined within project scopes.
Systems List
The Desktop Support Tech III provides support and maintenance for the following systems: Windows operating systems; Microsoft Systems Center; Workstation on Wheels; VMware Horizon View; Cisco networking equipment; Physical, Virtual, and Thin Client PC’s. Responsibilities on these systems include configuring, operations and support, troubleshooting, and maintenance to ensure availability and uptime.
Works Unsupervised
The Desktop Support Tech III will maintain documentation pertaining to the current enterprise. They must possess effective communication skills in order to relate risks, business values, and impacts of technology to both technical and non-technical employees.
Desktop Support Tech III
Responsibilities
Provide networking, configuration, system support, and maintenance for both hardware and software on physical and virtual client PC’s, as well as printers and scanners, escalating issues as needed.
Provide general desktop support tech tasks (assist with managing the hardware inventory cycle; staging, distribution, and recovery of equipment; office moves; cable management; etc…)
Support the helpdesk by troubleshooting problems, providing resolutions, and providing initial end user support via the helpdesk, including answering phones, replying to shared inbox emails, ticket creation and assignment, and profile creation.
Travel is required to all corporate locations when on-site support is needed.
Have a strong technical knowledge of: Windows 10 and 11 Operating Systems; Imaging and Deployment of PC’s; Printing and Scanning; Microsoft Office Applications; Helpdesk ticketing systems;
Maintain security and protect systems from unauthorized use, acts of nature, and user abuse by ensuring privacy, security, and regulatory compliance best practices are adhered to.
Maintain documentation about the current PC and printer fleet, work and requests, asset and system inventory, security, and records of service.
Guide or provide work direction to technical staff, contract staff, volunteers, and/or student employees.
Maintain vendor, outsourcer, and contractor relationships.
Train and mentor junior IT staff members.
Provide scheduled after-hours support for implementations and upgrades as needed.
Qualifications And Skills
5 years of experience as a Desktop Support Tech; managing systems, software, and support; with increasing responsibility.
Professional certifications such as CompTIA A+, Network+, or Security+; Microsoft 365 Fundamentals, and MTA: Windows Operating System Fundamentals.
Extensive experience with Microsoft client OS, printers and scanners, and helpdesk ticketing systems. Knowledge of virtual platforms, LAN/WAN networks, Microsoft domain infrastructure, enterprise level A/V, and data backups/recovery.
Excellent communication skills, both verbal and in writing, are required for supporting employees with a varying range of computer competencies.
Hands on experience, with the ability to document and troubleshoot ,and complete tasks independently.
Knowledge of applicable data privacy practices and laws such as HIPAA. Professionalism with administration of confidential information is required.
Prior Healthcare Experience Preferred.
Specific experience with the following systems is highly desired:
Microsoft Server OS: 2012r2 - 2022
Microsoft Client OS: Windows 10 and 11
Microsoft Active Directory and related infrastructure
VMware Horizon View
Veeam Backup and Replication
Office 365 Applications
Large Network and System Environment (1,000+ end devices)
Cisco switches
Scripting
Sophos A/V