Desktop Support Technician (Job #312) ($55,006 - $60,697)

General Purpose:

Under general supervision of the Assistant Director of Information Technology, this role provides general and specialized support services to corporate and field staff for RCAC's computer systems and networks. Resolves problems or assigns trouble tickets to appropriate IT staff for resolution. Maintains service request calls and inventory of manuals and provides administrative support.

Specific job goals, objectives, and tasks are established for each employee as part of the annual evaluation and work plan process. The statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all qualifications, responsibilities, duties, and skills required.

Job Duties and Responsibilities:

• Provides problem resolution to a wide range of user support calls via telephone, in person, remotely, or email; troubleshoots computer problems; creates IT ticket if technician needs to be dispatched.
• Performs general problem solving and assistance on diverse software applications and hardware systems for department users.
• Applies established troubleshooting procedures for end-user resolution for computer hardware, software, and related peripherals.
  
• Collects information about problems and leads users through diagnostic procedures to determine source of error.
• Manages problem recognition, research, isolation, resolution, and follow-up for user problems.
  
• Modifies user account passwords for business systems.
• Orders approved hardware and software from vendors.
• Repairs or schedules repairs on computer hardware.
• Assists with server installations as needed.
• Installs operating systems and application software; performs software upgrades.
• Maintains inventory of software, software licenses, hardware, and other IT-related equipment.
• Provides periodic training sessions on the proper operation of hardware and software; assists with company-wide systems training.
• Keeps an accurate log of work completed on all support assignments.
  
• Supports employees with equipment setup, laptop performance, and laptop reformatting.
• Support iPhones using mobile device management features.
• Ensures the security of the networks, servers, and data.
  
• Performs other related duties as assigned.

Supervision Exercised:

• No supervisory responsibilities.

Minimum Qualifications and Necessary Requirements:

• EQUIVALENT combination of education and experience can meet minimum qualifications.
• EDUCATION: High School Diploma or GED.
• LICENSE/CERTIFICATION: Valid driver's license and proof of insurance that meets the minimum requirements ($100,000/$300,000) of RCAC corporate liability policy. A+ certification.
  
• EXPERIENCE: Two years of experience supporting end users in a business setting and remotely, including Help Desk ticket management and documentation. Proficient computer skills with Microsoft Office programs.

Knowledge, Skills, and Abilities:

• Knowledge of Windows 10 and Windows 11 operating system configurations.
• Knowledge of business software including the Office 365 suite.
• Knowledge of a wide range of computer system software and hardware.
  
• Knowledge of computer troubleshooting techniques.
  
• Knowledge of iPhone configurations and end-user support.
  
• Skill in operating various word-processing, spreadsheets, and database software programs in a Windows environment.
  
• Skill in troubleshooting hardware and connectivity issues, identifying and implementing solutions, and interfacing with vendor support organizations.
• Skill in communicating technical information to non-technical users.
• Skill in organizing and prioritizing work and in multi-tasking.
• Ability to perform software installations and application upgrades using Microsoft deployment tools for Windows operating systems.
• Ability to troubleshoot technical software and hardware problems.
• Ability to provide end-user training and support.
• Ability to effectively communicate verbally and in writing.
• Ability to establish and maintain professional relationships with individuals of varying social and cultural backgrounds and with co-workers at all levels.
• Ability to diagnose the nature and extent of a wide range of computer problems.
• Ability to install and configure computer systems, hardware, and peripherals.
• Ability to manage multiple tasks and meet deadlines.
• Ability to carry out instructions furnished in verbal or written format.
• Ability to work independently with minimal supervision.

Preferred Requirements:

• Associate degree.
• CompTIA A+, MCP, or MCDST certifications.
• Must pass a background investigation.

Physical Demands:

While performing the duties of this job, the employee is regularly required to sit and stand; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee frequently is required to walk. The employee occasionally is required to stand, stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 50 pounds. Specific vision requirements include close vision, distance vision, color vision, and depth perception.

Working Conditions:

Work is typically performed in an office with a moderate noise level. Evening and/or weekend work may be required. Extended hours and irregular shifts may be required. Limited travel may be required.

RCAC is an equal opportunity employer and considers all employees and job applicants without regard to race, religion, color, gender, sex, age, national origin, disability, veteran status, sexual orientation, gender identity or marital status, or any other status protected by law. RCAC strives to reflect the diverse constituencies that the organization serves.