FLSA ClassificationNon-ExemptReports toInfrastructure Service ManagerJob Description Summary/objectiveThe Desktop Support Technician is responsible for providing installation, maintenance, troubleshooting, administrative support, and network user management in a multi-site environment. Integrates technical acumen with problem-solving expertise to expand IT operations.Essential Functions
- Provide technical support for internal and external employees on hardware and basic software issues.
- Monitor ticketing system to manage incoming services, problem, and enhancement requests.
- Install and test computer-related equipment.
- Relocate computers, phones, and peripheral equipment's as needed
- Maintain Asset Management inventory on all IT equipment.
- Deploy, configure, and troubleshoot Windows based computers.
- Basic knowledge on managing servers in a Microsoft network environment.
- Manage basic operations in the Active Directory environment (create and manage users and groups, reset passwords, etc.).
- General support of Office365 applications.
- Assists users in Headquarters and remote users located in mainly in the US and Mexico, but also collaborate with the Global team and support EMEA users too when possible
- Collaborate and work closely with the IT team located in Italy and report the the infrastructure manager who is also located in IT
- Assist with deployments of assigned network projects.
- Ability to work independently with minimum supervision.
- Ability to keep up with new technologies that are applicable to the company needs.
- Provide an exceptional customer experience
- Other duties as assigned
Supervisory Responsibilities: NoneCompetencies/Qualifications
- Ability to support the following: Hardware, Microsoft Office, Switches, Routers/Firewalls, Cabinets / Patch Panels, Access Points
- Telephony system experience a plus
- Knowledge of basic concepts on Microsoft Azure a plus
- Manage macOS and iOS a plus
Physical DemandsThe employee is frequently required to stand, walk, use hands to finger, handle, or feel, and reach with hands and arms. The employee must occasionally lift and/or move up to 50 pounds. Travel requiredTravel is required as needed.Required Education and/or Experience
- Associate's degree or equivalent combination of education and experience
- Strong customer service skills
- Ability to work independently and in a team environment
Monday- Friday- 8:00am - 5:00pm