Desktop Support Technician Level I

Job Title: Level 1 Desktop Technician

Qualifications:

Required:

• US citizen or Lawful Permanent Resident
• High School Diploma or equivalent
• 1-3 years of experience in IT support or related field supporting clients on site in a corporate environment
• Proficiency in troubleshooting laptops, desktops, printers, and other peripherals
• Strong knowledge of Microsoft Office applications and client-specific software
• Familiarity with Active Directory, Workstation OS (Windows 10/11)
• Experience with remote desktop connectivity tools such as Microsoft RDP, Bomgar, or other Remote Assistance
• Basic understanding of network protocols, including TCP/IP and wireless connections
• CompTIA A+ certification
• Audio/Visual (A/V) experience a plus
• Excellent communication skills, both written and verbal
• Ability to work independently and as part of a team
• Strong problem-solving skills and attention to detail

Responsibilities:

• Provide phone and in-person technical support for users, addressing issues related to email, computer operating systems, desktop applications, and other deployed or developed applications
• Serve as the first point of contact for IT support requests, ensuring timely resolution or escalation
• Troubleshoot and resolve hardware, software, and peripheral issues in a hybrid work environment
• Document support requests and resolutions using an IT Service Management (ITSM) solution such as ServiceNow
• Install, configure, and troubleshoot Microsoft operating systems, Office 365 applications, Microsoft Teams, and client-specific software
• Set up and maintain workstation components, including network cards, sound cards, video cards, printers, scanners, and video teleconferencing equipment
• Manage IT asset deployment and retrieval, including laptops and mobile devices, during employee onboarding and offboarding
• Provision multi-factor authentication (MFA) solutions
• Perform root cause analysis and generate requested reports from ServiceNow
• Participate in an after-hours support rotation as needed
• Provide Audio/Visual (A/V) support for meetings, conferences, and briefings
• Assist with configuration management, including deployments, imaging, and provisioning
• Software distribution
• Maintain IT asset management, tracking, and inventory control

Physical Requirements:

• Must be able to lift up to 40 lbs
• Must be able to stand or walk for extended periods of time
• Must be able to walk up and down stairs or ramps
• Must be able to kneel and work under desks or in confined spaces

Soft Skills:

• Dependability and proactive work ethic
• Ability to work with strong personalities and meet customer expectations
• Coachable and responsive to feedback from leadership

Team player with a positive attitude

Physical and Mental Demands

The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands
While performing the duties of this class, employees are regularly required to sit; talk or hear, in person and by multi-media; use hands to finger, handle, feel or operate standard office equipment; and reach with hands and arms. Employees are frequently required to walk, stand and move about to accomplish tasks, particularly for long distances or moving from one work site to another. Must have ability to ascend and descend stairs. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Mental Demands
While performing the duties of this class, employees are regularly required to effectively use written and oral communication skills; read and interpret data, information and documents; analyze and solve problems; use math and mathematical reasoning; learn and apply new skills and information; perform highly detailed work on multiple, concurrent tasks; and interact with colleagues, Clients and Vendors. Specific incumbent must maintain composure in a fast paced, high quality environment where personal and team accountabilities are the defining factors.

• Must be detailed-oriented, able to handle a variety of tasks in an efficient, accurate manner within deadlines.
• Demonstrate strong customer service skills - as well as the ability to communicate professionally with a sense of urgency and empathy to the affected user.
• Must possess exceptional written and verbal communication skills (in English).

• Ability to quickly learn and acquire expertise in client's custom applications.
• Self-starter, strong organizational skills and ability to prioritize workload someone who is energized by helping people and making things happen.
• Knowledge of CA USD preferred experience with similar ticket-tracking/request system workflow tool considered.
• Excellent understanding of technology and the role of the "client" in relation to the larger IT infrastructure.
• Team player who is invested in and strives to maximize team/department performance.