Desktop Support Technician

Desktop Support Specialist

The Desktop Support Specialist will be responsible for assisting IT staff by providing Tier 2 support for hardware and software and installation and troubleshooting services throughout District 5. Candidate must possess the ability to install and configure PC hardware, peripherals, and software in both a network and stand-alone environments. The ability to use diagnostic software is required. The ability to read, understand and follow technical manuals, schematics, and documented processes in the English language is required. The ability to assemble and support a microcomputer system and multifunction printers, as well as install Cat5e and/or Cat6 cable runs and perform cable terminations is required. Specific knowledge required in LAN/WAN, TCP/IP, Remedy, MS Windows, RDP, and SCCM. The resource may also be required to document and follow technical processes. Strong communications, customer service skills, leadership, a high level of attention to detail, and the ability to function effectively in a fast-paced environment are also required.

Specific duties for the position include:

• Installs computer system hardware, software, and related peripherals in accordance with departmental procedures and technical manuals.
• Provides direct support for workstation requests and issues.
• Garage Diagnostics Software.
• Mobile iOS device support.
• Ensure complete and accurate equipment inventory.
• Telecommunications.
• Document technical processes and/or update existing documentation, if needed.
• Identify and recommend opportunities for efficiency gains.

Required Skills and Experience:

• Valid Driver's License.
• Ability and flexibility to travel to areas outside of the designated region to other districts in PA to attend trainings, meetings, or assist other districts when required.
• 2+ years experience installing, configuring and troubleshooting PC hardware/software in an enterprise LAN/WAN environment.
• 2+ years experience installing and supporting laptops/docking stations.
• 2+ years experience installing and supporting multifunction print devices.
• 2+ years experience with Remedy or similar ticketing system.
• 2+ years experience with premise cabling (installing Cat5e/6 cable and terminations).
• Continuous attention to detail, high performance in a fast-paced, multitasking environment, disciplined to follow established SOPs, and effective communication skills, both written and spoken, in the English language.
• Experience with Cisco VPN router installation and support.
• Experience with Active Directory.
• Experience with Hyena System Management Software.
• Experience with Microsoft System Center Configuration Manager.
• Experience creating process documentation (strong writing skills).
• Experience in project management.
• Experience leading team deployments.
• Experience reading and interpreting architectural and electrical plan sets used for remodeling facilities and/or building new facilities.