Desktop Support Technician I (33096)

POSITION SUMMARY

Under limited supervision, is responsible for providing 1st level support of hardware, software, and operating systems for PC computing products. These duties are performed while meeting established departmental Service Levels and with exemplary customer service focus. The capability should exist to resolve problems of moderate scope where analysis of situations or data requires a review of a variety of factors and exercise of judgment within defined procedures and practices to determine appropriate action.

ESSENTIAL FUNCTIONS

• Install and configure operating systems on laptops and desktops. (Essential)
• Identify, troubleshoot, analyze, and resolve desktop computer problems. (Essential)
• Answer help requests in help desk ticketing system. (Essential)
• Escalate unresolved problems to Lead Desktop System Specialist or Manager. (Essential)
• Handle new computer imaging and maintain IT asset tracking system. (Essential)
• Install and configure local and network printers. (Essential)
• Keep IT facility organized and supplies stocked (Essential)
• Perform system administration for desktop solutions. (Essential)
• Assist third-party vendors to resolve various issues via remote sessions. (Essential)
• Monitor network access, address data security, password generation, and file access to forecast potential access risks. (Essential)
• Handle new user setup in appropriate systems. Generate and maintain user network IDs. (Essential)
• Monitor spam filter and respond to queries for release of blocked emails. (Essential)
• Review anti-virus reports and escalate concerns (Essential)
• Perform basic server administration tasks including setting up and verifying backups of infrastructure equipment such as firewalls, VPN, switches, Wap, etc. (Essential)
• Installation of software updates and service packs, preparing daily tape backup swaps, and prepare third-party offsite DR lock box pickup. (Essential)
• Ensure compliance of software licensing. (Essential)
• Administer and maintain end point security solutions. (Essential)
• Eventual takeover of phone VoIP system including setup of new users, voicemail password reset, etc. (Essential)
• May conduct training to educate an organization’s computer users about basic and specialized applications. (Essential)
• Cross-train with existing IT staff to provide backup to employees within the department. (Essential)
• Comply with EBARA safety policies, including participation in and completion of all required safety training. (Essential)
• Maintain clean and safe working environment compliant with Ebara safety policies. (Essential)
• Perform other duties as assigned. (Non-Essential)