Desktop Support Technician Job Description

Job Title: Desktop Support Technician

Job Type: Full-time

Job Category: Professional

Department/Division: IT

Revised Date: 9/12/2024

FLSA Status: Non-Exempt

Shift: 1st

Experience: 2 or more years’ experience

Summary

The Desktop Support Technician is responsible for effective provisioning, installation/configuration, operation, and maintenance of end user desktop hardware and software and related infrastructure. 

General Duties and Responsibilities:

• Adding, removing, or updating user account information, resetting passwords.
• Answering technical queries and assisting users. Acts as the primary contact for our support desk via phone and ticketing system
• Responsibility for documenting the configuration of desktop systems
• Troubleshooting /escalating any reported problems to senior staff in a timely manner
• Assists in ensuring the deployment of appropriate security patches, hot fixes, and software updates to desktop and laptop computers
• Installing, imaging, and configuring new hardware and software
• Deploying Dell hardware, docking stations, monitors, Laptops etc.
• Participates in the development of policies, procedures, and resources that standardize the department
• Follows both industry and internal best practices
• Enforces IT standards and educates employees about compliance issues
• Commits to continuous improvement and learning of products and technologies

Supervision:
Received: Directives from Sr. Director, Information Technology.

Given: None

Knowledge/Skills/Education Requirements:

The incumbent must have proficient knowledge in the following areas:

• Experience with Windows 10/11 and the Active Directory Domain structure.
• Ability to troubleshoot desktop systems issues , prioritize work, escalate issues, and determine solutions.
• Understanding of VoIP phone systems, Microsoft Office 365 environment, SharePoint, Internet and Web technologies preferred
• General knowledge of or background in integrated online systems, LANs/WANs, telecommunications networks, and application software, preferred
• Experience at a medium to large user environment
• Excellent verbal and written communication skills
• Previous experience with ERP systems is a plus
• Degree in Information Systems, or a related degree, or equivalent education / certifications and work experience
• Comptia A+, Microsoft, Cisco certifications encouraged

Physical  Requirements:

• Ability to lift and carry up to 40lbs
• Ability to bend, stoop and kneel
• Ability to sit for up to 3 hours at a time
• Walk up stairs
• Ability to reach overhead

Personal Attributes/Attitude:

The incumbent must demonstrate the following personal attributes:

• Exceptional customer service skills
• Overall outstanding work ethic
• Excellent attendance and punctuality
• Exhibits a sense of urgency
• Meets commitments
• Works independently (self-managing)
• Accepts accountability
• Easily adapts to changes (schedules, clients, deadlines)
• Remains calm and focused in a dynamic and fast-paced environment

“At Golden State Medical Supply (GSMS), we value a diverse, inclusive workforce and we provide equal employment opportunity for all applicants and employees. All qualified applicants for employment will be considered without regard to an individual’s race, color, sex, gender identity, gender expression, religion, age, national origin or ancestry, citizenship, physical or mental disability, medical condition, family care status, marital status, domestic partner status, sexual orientation, genetic information, military or veteran status, or any other basis protected by federal, state or local laws.  If you are unable to submit your application because of incompatible assistive technology or a disability, please contact us at humanresources@gsms.us. GSMS will reasonably accommodate qualified individuals with disabilities to the extent required by applicable law.”