Desktop Support Technician

Summary

Desktop Support provides exceptional troubleshooting and customer service to all business partners. This includes receiving, prioritizing, documenting, and actively resolving end user service requests and Incidents. Desktop Support must have a passion for helping people and solving problems. This role is an on-site role, meaning that the Service Desk Engineer will be required to work from office at 11301 Montana Ave, El Paso, TX 79936.

Duties and Functions

·       Evaluate documented resolutions and analyze trends for ways to prevent future problems.

·       Maintain par levels for IT equipment and supplies and notify Director when ordering is needed.

·       The Service Desk Engineer must also demonstrate flexibility with scheduling, as the role may require working nights and weekends to meet business needs.

·       Field incoming help requests from end users via both telephone and e-mail in a courteous manner.

• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Build rapport and elicit problem details from help desk customers.
• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Perform post-resolution follow-ups to help requests.
• Develop help sheets and frequently asked questions lists for end users.
• Assists end users with familiarity with corporate Intune/autopilot process.

Education and Experience

High School Diploma

2+ year computer related experience,

Preferred Requirements

·      2+ year computer related experience

·      CompTIA A+ or CompTIA’s Security+ are a plus

·      Experience with ticketing systems (e.g., ServiceNow, ZoHo).

·      Knowledge of IT security best practices related to access management.

·      Familiarity with HR systems for integration with onboarding/offboarding processes.

• Must be local to El Passo

Knowledge/Skills/Abilities (KSA)

·       Bachelor’s degree in information technology, Computer Science, or a related field, or equivalent experience.

·       1+ years of experience in IT onboarding, user access management, or a similar role.

·       Proficiency in Active Directory, identity management tools, and user access management systems.

·       Experience with onboarding/offboarding processes in cloud environments (e.g., Azure, AWS) is a plus.

·       Strong communication skills and the ability to work collaboratively with various departments.

·       Detail-oriented with excellent organizational skills and the ability to manage multiple tasks simultaneously.

Supervisory Responsibilities

Will this position have supervisory responsibilities? No

What positions will they supervise? No

Key Collaborators

What roles will this position need to interact with on a regular basis to successfully perform this role? TA, HR, Onboarding Team

Work Environment/Condition

The role is based in a typical office environment, involving desk work, computer use, and meetings. Collaboration with teams such as Talent Acquisition, Human Resources, and the Onboarding Team is frequent.

Physical Demand

Seated at a computer, troubleshooting issues, and may occasionally lift or move equipment. Some light walking, bending, or reaching may be required.

Acknowledgement

Loyal Source does not discriminate in employment based on race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factors.

This contractor abides by the requirements of 41 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity or national origin. Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform. All employees are required to perform the essential functions, physical demands and intended purpose of their role in a satisfactory manner.

I attest that I can perform the essential job functions as outlined in this job description with or without any reasonable accommodation(s).

I acknowledge that I have read and understand the essential job functions, work environment/conditions, exemption classification and physical demands set forth in the job description provided for my position.

This contractor and subcontractor abides by the requirements of 41 CFR 60-300.5(a) and 41 CFR 60-741.5(a).
These regulations prohibit discrimination against qualified individuals on the basis of protected veteran status or disability, and require affirmative action by covered prime contractors.