Desk Side Support I

*** This role is fully in-office; no hybrid or remote work options are available ***

JOB PURPOSE:

Responsible for maintaining a high level of customer service by providing technical support to users efficiently and accurately. Provide technical and troubleshooting assistance over the phone related to computer hardware and software, mobile devices, and other tech tools and products. Responds to queries, diagnose, and resolve problems related to operating systems, hardware, and software programs, isolates problem, and determines and implements a solution.

ESSENTIAL JOB RESPONSIBILITIES:

• Perform first-level diagnosis and troubleshooting support to end-users.
• Work under minimal supervision to provide technical assistance and support for incoming calls and issues related to computer systems, software, and hardware.
• Configure and support desktops, laptops, cell phones, and other hardware and peripherals.
• Properly escalate high priority and/or unresolved issues to Level 2 support.
• Monitor and respond to requests by email or over the phone.
• Create and dispatch tickets, and monitor tickets at the help desk hourly.
• Provide detailed documentation in tickets.
• Walk end-users through the problem-solving process.
• Perform basic modification and repair to computer hardware and software using remote control software.
• Configure and support desktops, laptops, and other hardware and peripherals.
• Configure and setup new cell phones. Install and configure mobile management software.
• Interact with 3rd party support providers to diagnose and resolve problems. (Phones & Printers)
• Clean infected computers by running diagnostic programs to resolve problems.
• Follow up with end-users to ensure the issue has been resolved, provide feedback, and see problems through to resolution.
• Gain feedback from customers about computer usage.
• Run reports to determine malfunctions that continue to occur.
• Document common and recurring problems that can be referenced by other technicians and for training purposes.
• Manage and support users:
  
  
  
  • Manage new user accounts in Active Directory and Office 365.
  • Add and delete user profiles. Manage system permissions and file access by the user.
  • Create email groups when requested.
  • Provide customer assistance using remote access tools.
  • Investigate user problems; troubleshoot, identify, test, and implement solutions.
  • Provide computer orientation and training to new and existing staff.
  • Assist users in maximizing the use of network systems and software.
  
  
  
  
• Perform preventive maintenance for computer, data communication, and/or peripheral equipment; test and adjust to appropriate standards. Install necessary software on desktop and laptops with IT support applications as well as LOB applications for that program/department.
• Maintain communication with IT leadership to understand and meet program/department needs. Stay abreast of upgrades, new products, and emerging technology to enhance operational efficiency and effectiveness.
• Perform duties in a timely and accurate manner and maintain software updates/inventory on the server.
• Other duties as assigned.
• Demonstrate Exceptional customer service, in Everything you do, by placing the child, family, Veteran or client first to support our mission to "Empower people to build better lives for themselves, their families, and their communities."

ESSENTIAL QUALIFICATIONS:

EDUCATION: Associate or Trade School Degree, or High School education with a combination of experience in the Information Technology field.

EXPERIENCE: Preferred: 2 years' experience working in a Microsoft Windows environment:

• Proficient in Windows 10/11 Professional
• Knowledge of account creation through Active Directory.
• Familiarity with Office 365
• Familiarity with ITIL
• Knowledge and prior use of ticketing systems and ITSM systems

ATTENDANCE: Must maintain regular and acceptable attendance at such level as is determined in the employer's sole discretion.

LICENSES: Driver's License with clear record. Information Technology Certification preferred but not required.

VEHICLE: Must have daily use of a vehicle without prior notice.

OTHER: Must be available and willing to travel to various locations and with such frequency as the business need dictates.

Endeavors and Endeavors Unlimited, Inc. provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or status as a veteran in accordance with applicable federal laws. Endeavors and Endeavors Unlimited, Inc. also complies with applicable state and local laws governing nondiscrimination in employment in every location its employees are working. This policy applies to all terms and conditions of employment, including but not limited to: hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Endeavors and Endeavors Unlimited, Inc. are Equal Opportunity Affirmative Action Employers.