Desktop Technician

Baltimore, MD, United States

General Job Summary:

Under the general direction of the Manager, Information Technology, and in accordance with good business practices and established procedures, the Desktop Technician will serve as the key resource for end user support for all computers, phones, smartphones, and other associated equipment. This support includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment to ensure optimal performance. The Desktop Technician helps manage the ticket tracking system for all Help Desk requests and ensures problem resolution in a timely manner.

Position may require travel to the Infinite Legacy regional offices.

Education and Experience:

1. Associates Degree plus 2 years' experience in a Client/Server environment, preferred.

2. 2 - 3 years of Help Desk experience preferred.

Required Skills/Abilities:

• Proven analytical and problem-solving abilities pertaining to computer and networking.

• Adept at conducting research into software-related issues and products.

• Must be able to learn, understand, and apply new technologies towards organization IS and organizational goals.

• Familiarity with Microsoft server and desktop operating systems and Office Suite.

• Strong interpersonal, written, and oral communication skills. Ability to present ideas in a user-friendly language.

• Self-motivated and attention to detail.

• Ability to travel to Infinite Legacy regional offices.

Duties/Responsibilities:

1. Provides telephone and desktop support to Infinite Legacy employees, either on-site or remotely, in support of hardware, software, and telephone related issues. Support is provided 24/7/365 basis.

2. Configures and installs computer systems, hardware, tablets, smartphones, and computer peripherals. Remains current with system information, changes, and updates. Performs hardware and software installation, upgrade, and repair/replacement.

3. Provides Tier 1 level support of network related hardware and equipment including servers, switches, routers, wireless networks, and UPS devices.

4. Assists in the administration and support of the internal Infinite Legacy telephone system to include voicemail account administration and Automatic Call Distribution (ACD) administration.

5. Performs accurate incident classification and categorization of reported incidents in the ticket tracking system.

6. Tests fixes to ensure problem has been adequately resolved, proactively determines fixes, and effectively communicates the solution to the appropriate support team members.

7. Documents, tracks, and monitors all Help Desk interactions to ensure a timely resolution and maintains communication with the user until the Help Desk request can be closed.

8. Supports and maintains user account information including rights, security, and systems groups.

9. Assists in tracking IS-related assets (hardware/software) while maintaining compliance with software licensure. Ensures adequate par levels for applicable inventory.

10. Provides ongoing training to all Infinite Legacy employees both on an individual basis, as well as group training to increase overall computer and software literacy and self-sufficiency. Develops help documents, usage guides, and FAQ lists.

11. Assist in developing and maintaining Information Systems policies and procedures to meet all regulatory requirements.

12. Conducts research on related products and services in support of IT based initiatives and improvements for the organization.

13. All other duties as assigned.

Working Conditions:

1. Manual dexterity sufficient to operate telephones and computers.

2. Vision correctable to 20/20 to read electronic medical charts and computer screens. Frequent and prolonged use of CRT screen may produce visual fatigue.

3. Possible mental fatigue and stress associated with emergencies and management issues.

4. Ability to accurately communicate, converse, and exchange information in English over the telephone and in person.

5. Computer literacy in a Microsoft Windows environment and demonstrated competency in the use of Microsoft Office software programs.

6. Occasional inspection of cables under desks and behind furniture.

7. Lifting and transporting of moderately heavy objects, such as computers and peripherals.

8. Overtime hours may be required to meet project deadlines.

9. Sitting for extended periods of time.

10. Dexterity of hands and fingers to operate a computer keyboard, mouse, and other devices and objects.

11. Physically able to participate in training sessions, presentations, and meetings.

12. This is a level 3 Blood-borne Pathogen Exposure position. Employees have low to no exposure to Blood-borne Pathogens and no exposure to TB. Employees do not visit hospitals.

The employer retains the right to change or assign other duties to this position. The employee must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of the job, absent undue hardship.

The above is intended to describe the general content and requirements of the job. It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements.

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