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Desktop Services Technician II

Information Technology | Mattoon, IL Corporate Office | Full Time

Job Description

Job Title:               Desktop Services Technician II

Department:        IT Support           

Reports to:           Director of IT

Job Location:       Mattoon, IL

FLSA Status:         Hourly Non-Exempt, Full-Time

                                                                                                                                   

Summary: 

The Desktop Technician's role is to provide a single point of contact for end users to receive support and maintenance within the organization's desktop computing environment. This includes installing, diagnosing, repairing, maintaining and upgrading all PC hardware and equipment to ensure optimal workstation performance. The person will also troubleshoot problem areas (in person, by telephone, or via email) in a timely and accurate fashion and provide end-user assistance where required.

 

Job Duties and Essential Functions:

  • Plans and execute the selection, installation, configuration, and testing of PC and server hardware, software, LAN and WAN networks as well as operating and application systems
  • Experience deploying, support/administration of Office 365
  • Experience with and understanding of common file cloud storage platforms such as Dropbox, OneDrive (including SharePoint Online), Google Drive, Box, etc.
  • Experience setting up, supporting and troubleshooting network services and topology
  • Windows Active Directory, Group Policy, File and Print Share Service
  • Managing file shares and permissions structures
  • Experience with deploying and troubleshooting Mobile Devices
  • LAN and WAN DHCP, Static IP addresses/DHCP reservations
  • Troubleshooting DNS
  • Wireless (802.11b/g/n/a/ac, 2.4 & 5GHz)
  • Ability to work independently and in a team environment
  • Self-starter who thinks out-of-the-box, quicker learner, constantly looking for ways to improve operations
  • Assists all our users with any logged IT related incident when called upon.
  • ·        Takes ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible
  • Hardware Inventory Tracking Track computer equipment (by asset tag and serial number) by location. Receive/Ship equipment
  • Responsible for the shipping / receiving of materials and equipment.
  • ·        Must accurately record, update, and document requests using the IT incident management system
  • ·        Able to install and configure new IT equipment
  • ·        Resolves incidents and upgrades different types of software and hardware.
  • ·        Ability to resolve incidents with printers, copiers and scanners
  • ·        Must maintain a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner

 

Minimum Qualifications:

  • ·        Basic Computer Skills
  • ·        COMPTIA A+ & Net + preferred
  • ·        Vast knowledge of IT concepts
  • ·        Proficient Knowledge of Windows 7 and Windows 10
  • ·        PC Peripheral knowledge and diagnostic
  • ·        Laser printer troubleshooting
  • ·        Knowledge of Microsoft Office Suite (Outlook, Excel, Word, etc.)
  • ·        Customer Service Experience
  • ·        Must be able to speak clearly and calmly
  • ·        Must be able to work holidays/weekends as needed 
  • ·        Must be able to work within a team environment and independent as needed

 

Supervisory:

  • None

 Physical Requirements:

  • Sitting for extended periods of time
  • Repetitious hand movements, Typing/Keystroke dexterity
  • Adept at handling stressful circumstances