Desktop Support Technician

Job Description
Job Title : IT Desktop Support Technician
Department : Information Technology
Reports To : IT Manager
Location : Nacogdoches

Are you a Computer Guru looking for a great company to work for?

Summary:
Candidates will be responsible for providing technical support, configuration and maintenance of workstation hardware and software. Candidates must also have experience with AD and an understanding of basic network infrastructures. Respond to incoming Help Desk tickets via phone, email, online or in person in a timely manner. Provides support and assistance by following problem determination procedures and processes, documenting problems and fixes in the ticketing system and escalates problems according to established protocols. The key success factor of this position is minimizing the downtime as a result of user calls.

Primary Responsibilities:
  • Identify, research and resolve all technical issues
  • Perform workstation hardware diagnostics and repairs
  • Add and modify users in Active Directory and Microsoft Exchange Server
  • Troubleshoot third party applications
  • Troubleshoot user profile issues
  • Troubleshoot performance issues
  • Troubleshoot printing issues
  • Configure, network and share printers
  • Print server management
  • Manage users in hosted services (ie: Office 365)
  • Configure wireless access points and troubleshoot wireless connectivity
  • Know how to install routers, switches, and access points at customer location
  • Know how to troubleshoot internet issues such as packet loss, DNS issues, and service outages
  • Configure Microsoft Remote Desktop/Terminal Services and manage active sessions and users on a server
  • Troubleshoot file permissions issues
  • Troubleshoot performance issues that affect user experience
  • Document, track and monitor problems through our ticketing system to ensure a timely and complete resolution.
Knowledge of:
  • Strong working knowledge of Windows Operating Systems (XP, Windows 7, Windows 8, 8.1, 10)
  • Strong working knowledge of Microsoft Office (2007, 2010, 2013, 2016 & Office 365)
  • Excellent customer service skills over the phone , in person or via email
  • Ability to follow through and make sure issues are resolved
  • Ability to quickly learn new skills and technologies
  • Ability to troubleshoot issues from the bottom up
  • Ability to stay on task and multitask with minimal supervision
  • Has or is currently working towards a Microsoft Certification preferred
Education and/or Experience:
Bachelor’s degree from four-year College or university preferred and/or at least 1-2 years experience in the field. Must complete A+ certification within 3 months of employment.

Work Experience:
  • Customer Service: Excellent customer service skills over the phone , in person or via email
  • Workstation hardware installation, diagnostics and repairs
  • Software troubleshooting
  • Troubleshooting PC performance issues: Strong working knowledge of Windows Operating Systems (XP, Windows 7, Windows 8, 8.1, 10)
  • Using and troubleshooting the Microsoft Office suite: Strong working knowledge of Microsoft Office (2007, 2010, 2013, 2016 & Office 365)
  • Installation and Configuration of basic networking devices
Preference will be given to those with Understanding of:
  • Active directory and directory structures
  • Managing users in hosted services (i.e.: Office 365)
  • Computer networking
Preferred certifications:
  • CompTIA A+
  • CompTIA Net+
  • CCENT: Cisco Certified Entry Networking Technician
  • MTA: Microsoft Technology Associate 
Preferred skills:
  • Strong Communication Skills
  • Prior Customer Service Experience
  • Experience with Ticketing Systems 
Salary:
USD 28K – 32K per year, based on experience. 
Contact Information
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2516 North St., Nacogdoches, Texas 75965 (936) 560-5533
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