Desktop Support Technician

Minimum/General Experience:

This is a professional and technical position responsible for desktop, laptop, printer and video conference installation, set-up, patch installation, software upgrade support, and troubleshooting /diagnosing reported end-user hardware and software problems.  Employees in this classification are responsible for planning, evaluating and implementing approved system changes and upgrades and providing tier 2 and 3 support for hardware and software problem resolution.

Functional Responsibilities:

The following statements describe the principal functions of this job and its scope of responsibility, but should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including working in other functional areas to cover absences or relief, to equalize peak work periods or otherwise to balance the work load.

The candidate for this position:

• Supports, monitors, tests, and troubleshoots hardware and software problems pertaining to computer systems for ORD.  Computers can be connected to a production network, isolated lab network, or stand-alone.  Operating systems range from Windows 95, 98, NT, Windows 2000, Windows XP, Windows 7, and Windows 10 desktop / laptop / virtual workstation systems as well as support of local and network printers.
• Schedules repairs, installs and configures workstations with approved image and additional software as approved/required.
• Installs after-market hardware to support user equipment functionality as needed.
• Moves IT systems and peripherals for office relocations.
• Sets up, initiates, and shutdowns video conferences between two or more sites.
• Follows approved standard operating procedures and meets all service level agreements
• Maintains and submits updates to asset management for all equipment maintained
• Updates the ticket tracking system as required
• Has knowledge of commonly-used concepts, practices, and procedures within a particular field. Familiarity with Video Conference systems setup and preparation is desirable.
• Relies on instructions and pre-established guidelines to perform the functions of the job. 
• Works under supervision. Reports to a team leader or manager.
• May be required periodically to work outside of scheduled work hours.
• May be required to work at alternate locations.

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EDUCATION, EXPERIENCE, LICENSES, CERTIFICATIONS

Education and Experience

An Associate Degree or Bachelor Degree from four year college or university with major course work in information management, computer science or related field or equivalent education and work experience in desktop systems support is desired.   

A+, MCDST, and other Microsoft certifications is highly desired.

The ideal candidate will have a minimum of 1+ years’ experience in a production networked environment supporting Microsoft Windows XP, Windows 7 and Windows 10 workstations, network and locally attached printers / plotters. Must enjoy working with end users and must work well with other IT team members or department managers.  

Candidate must have excellent written and oral communication skills and a customer satisfaction attitude.  Experience with BMC Remedy and/or Service Now is desired.