Desktop Support Technician

We are currently seeking a Desktop Support Technician that will be a critical member of a U.S.-based global systems integrator providing technology solutions and services for commercial and government clients. This is a full-time permanent role supporting our program in Durham, NC.

 

This is a professional and technical position responsible for desktop, laptop, printer and video conference installation, set-up, patch installation, software upgrade support, and troubleshooting /diagnosing reported end-user hardware and software problems. Employees in this classification are responsible for planning, evaluating and implementing approved system changes and upgrades and providing tier 2 and 3 support for hardware and software problem resolution.

The following statements describe the principal functions of this job and its scope of responsibility but should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including working in other functional areas to cover absences or relief, to equalize peak work periods or otherwise to balance the workload.

 

The candidate for this position:

• Supports, monitors, tests, and troubleshoots hardware and software problems pertaining to computer systems for ORD. Computers can be connected to a production network, isolated lab network, or stand-alone.  Operating systems range from Windows 95, 98, NT, Windows 2000, Windows XP, Windows 7, and Windows 10 desktop / laptop / virtual workstation systems as well as support of local and network printers.
• Schedules repairs, installs and configures workstations with approved image and additional software as approved/required.
• Installs after-market hardware to support user equipment functionality as needed.
• Moves IT systems and peripherals for office relocations.
• Sets up, initiates, and shutdowns video conferences between two or more sites.
• Follows approved standard operating procedures and meets all service level agreements
• Maintains and submits updates to asset management for all equipment maintained
• Updates the ticket tracking system as required
• Has knowledge of commonly-used concepts, practices, and procedures within a particular field. Familiarity with Video Conference systems setup and preparation is desirable.
• Relies on instructions and pre-established guidelines to perform the functions of the job.
• Works under supervision. Reports to a team leader or manager.
• May be required periodically to work outside of scheduled work hours.
• May be required to work at alternate locations.

SPECIAL SKILLS (if applicable)

• May need to install third party vendor hardware to support user equipment functionality.
• Demonstrate familiarity with Video Conference systems setup and preparation is desirable.
• Provide a hands-on customer service approach.
• Troubleshoot computers, peripherals and telephone equipment.
• Good verbal and written communications skills.
• Organized and self-motivated.
• Manage multiple priorities.
• Productive working independently or as part of a team.
• Must enjoy working with end users and must work well with other IT team members and department managers.
• Proficient in use of MS Office products (e.g., Word, Excel) and operating systems (Windows, Linux, Unix, iOS, Android).

QUALIFICATIONS

• 2+ years’ experience in a production networked environment supporting MDT imaging, Microsoft Office 365, Microsoft Windows XP, Windows 7 and Windows 10 workstations, network and locally attached printers / plotters.
• Experience with the customer’s installed product base is preferred.

EDUCATION

An Associate degree or bachelor’s degree from four-year college or university with major course work in information management, computer science or related field or equivalent education and work experience in desktop systems support.  A+, MCDST, and other Microsoft certifications is highly desired.

CERTIFICATION REQUIREMENTS

Relevant manufacturer certifications desirable

SECURITY CLEARANCE

Will be required to obtain a Public Trust clearance

 

COMPENSATION $45,000 - $50,000

Vision Technologies, a national and global systems integrator, provides IT services and solutions for commercial and federal clients. Our seasoned staff has keen insight into trends and emerging technologies that are changing the way we work, communicate, and protect our society. We offer design, installation, support and project management for Distributed Antenna Systems, Passive Optical Networking, voice/data, wireless systems, security, audiovisual, and video teleconferencing delivering powerful IP-centric, integrated solutions that get results.

Vision Technologies is an AA/EOE/M/F/Disabled/VET Employer committed to providing equal employment opportunity without regard to an individual’s race, color, religion, age, gender, sexual orientation, veteran status, national origin, or disability.