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IS Desktop Support Technician

Company: Natural Grocers
Location: Denver
Posted on: July 12, 2019

Job Description:

IS Desktop Support Technician Overview Job Summary Under minimal supervision, the IS Desktop Support Technician is responsible for ensuring stable operation of personal computers, laptops, printers, telephone, WiFi, mobile devices and AV equipment within Home Office. This position provides technical support by performing installation, repair, and preventative maintenance of IS equipment and related software/hardware; Troubleshoots software and hardware failures and identifies network problems; Provide desk side support to identify, evaluate and solve end-user workstation problems; Support and train end-users in a wide range of software applications as needed. The IS Desktop Support Technician takes pride in not only their ability to keep Home Office completely functional but in their ability to provide outstanding customer service. This individual is an ambassador of the IS department and works closely with all Home Office crew members. The ability to maintain cooperative working relationships, demonstrate empathy, and conduct themselves in a respectful and professional manner is critical. Responsibilities Key responsibilities include the following essential functions, but are not limited to: Perform installation, repair, and preventative maintenance of personal computers, laptops, printers, telephony, WiFi, mobile devices and AV equipment Identify, evaluate and solve end-user workstation problems New crew member onboarding - ensure workstation is complete and fully functional upon arrival Maintain Samanage ticketing platform by creating, resolving, and following-up on each ticket to ensure the issue is resolved to staff member's satisfaction Maintain network security by providing anti-virus installations, malware scans and removal Train end users on security awareness and best practices Provide routine maintenance and updates to hardware and software Install, troubleshoot, repair and support printer software and hardware Asset management - deploy new and de-commission old PC's; update changes in inventory Support Mac OS and OSX applications Image desktops and laptops for deployment - Windows 7 and Windows 10 Ensure all service levels are met. Communicate with management and end-user all issues that may inhibit expected timelines Liaison and point of contact to vendors when equipment repair and maintenance is required Create and maintain support documentation based from resolution of troubleshooting issues Execute other assigned tasks as delegated by IS management Although this is a general outline of job responsibilities all employees are expected to be "hands on" and do whatever it takes to get the job done and make the company thrive Qualifications Education, Skills & Experience Requires a Bachelor's Degree in Information Technology or equivalent education and experience combined Requires a minimum 2 year of experience in desktop support Experience in assembling/disassembling computer hardware and components Experience with software installations of desktop applications Experience installing and supporting Office 365 and Creative Cloud applications Experience in managing Active Directory Experience in ITSM system (Service Now, Remedy, Samanage) Troubleshooting abilities including Windows 7/10, Microsoft Office, network infrastructure, network configuration, telephony and PC hardware Takes initiative to improve communication, organization and execution of tasks, plans projects Communicates effectively, written and verbal, across all departments Design solutions to help increase productivity for end users and present ideas to IT management Passionate commitment to world class customer service Self-starter with the ability to quickly learn new technologies and effectively apply them to business processes Ability to effectively multi-task without sacrificing accuracy; must be able to prioritize issues as they arise Physical Requirements: Must have the ability to lift 50 lbs. on an occasional basis. Must be able to carry up to 50 lbs. on an occasional basis. Requires the use of both arms and both hands with full range of motion. Must be able to bend at the waist and knees, twist, push and pull on occasional basis. Must be able to stand, walk, kneel, squat, and climb as needed. Must be able to reach overhead and away from the body. Must be able to sit for extended periods while working at a desk and/or computer. This job description is not an employment contract: it does not guarantee you a job or that the above listed duties are the limit of your responsibilities. Your job and job description are subject to change with and without notice. You are required to accomplish any and all tasks assigned to you by your supervisor and/or other corporate supervisors that may not be listed in this job description.

Keywords: Natural Grocers, Denver , IS Desktop Support Technician, Professions , Denver, Colorado

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