The Hawk Group Alaska, United States

Desktop Support Technician

The Hawk Group Alaska, United States

20 hours ago

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Job Summary

The Desktop Support Technician provides resolution to desktop support requests, provides technical/functional/administrative support, and participates in testing/documentation/implementation of assigned projects.

Responsibilities

Configures, troubleshoots, isolates, repairs, and resolves all customer desktop issues including desktop/laptop hardware and software, mobile devices, printer, scanners, copiers, hardware peripherals and other desktop related equipment.
Troubleshoots and repair desktop computers to ensure they interconnect seamlessly with multiple systems including network drives and all business productivity applications.
Communicates directly with customers via phone, e-mail, and remote diagnostics to identify, reproduce and resolve customer reported issues.
Works independently to troubleshoot all support requests and follow escalation policies.
Participates in testing, documentation, and implementation of assigned projects.
Responsible for tracking hardware inventory per division policies along with running and terminating infrastructure cabling between computers and network services, LAN/Wireless.
Provide deskside and remote support for Personal Computing environments at the office.
Perform technical support, assembly, installation, repairs, and moving of computers, mobile devices, printers, and peripheral hardware assemblies, and maintain hardware inventories for on-site and remote computer support to end users.
Provide executive IT support, including high-level troubleshooting and problem resolution for hardware and software issues.
Provides Windows 10, Mac OS, and iOS devices support as well as Office 365 product support including OneDrive.
Work independently and partner with multiple IT support team personnel in Alaska, Bartlesville, and Houston to provide seamless support to users.
Provide training and consultation to end users.
Provide expertise in the selection of standard hardware and software solutions to maximize efficiency and meet customer needs.
Certify warranty & non-warranty repair of Dell computers.
Manage small to medium local projects for and participating in IT initiatives.
Provide ancillary support for meeting room issues, inventories, and users.
Maintain a working knowledge of specific systems, terminology and procedures used within the department.
Take ownership of actions and follow through on commitments by holding others accountable and standing up for what is right.
Build effective solutions based on available information and make timely decisions that are safe and ethical.
Actively listen and invite new ideas for shared understanding, then influence and act to drive positive performance and achieve results.
Build positive relationships based on trust and seek collaboration across organizational boundaries to achieve goals.

Required Qualifications

3+ years of direct experience in troubleshooting Microsoft Windows Operating Systems and Office 365 applications
Able to lift/move equipment up to 30 lbs.
High School Diploma/GED

Preferred Qualifications

Bachelor's degree in Information Technology, Computer Sciences or IT related field or associate
degree in Information
5+ years of desktop, server, and network/systems support
3+ years of experience evaluating enterprise client hardware
1+ year of direct meeting room technology support
A+ Certification
Knowledge of a broad range of technologies including WAN/LAN, COE Desktop, Core Business Applications and Desktop Products
Interest and experience in the Energy industry
Experience with Systems Center Configuration Manager (SCCM)
Strong Active Directory knowledge with experience in group policy administration
Excellent verbal and written communication skills with direct customer interaction

Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
Oil and Gas

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