REPORTS TO: Manager of Technology
a member of the Technology Support team, the Desktop Support Technician
provides technical support for the Whitehead Institute community with a focus
on tier 1 and 2 problem resolution related to computing equipment, phones,
operating systems, and other software. Responsibilities include effective and
timely support of Macintosh and Windows systems and their associated peripherals,
applications, networks, and sub-systems with an emphasis on providing excellent
customer-service. The Desktop Support Technician will coach users on how to
apply desktop computing solutions, increase productivity, and prevent data
for providing the highest levels of technical and customer support to all
- Provide OS, hardware, and
applications support for Mac OS and MS Windows, to include design,
installation, upgrade, and remedial support.
- Install, configure, upgrade and
troubleshoot desktop network issues, to include, TCP/IP, VPN, and/or
- Setup and manage users, as an
operator, in LDAP, Windows domain, and related systems.
- Provide limited in-house
- Provide handheld device support for
iOS and Android phones and tablets.
- Assist in maintenance of VOIP phone
and phone number settings.
- Serve as instructor, in both formal
and informal settings, for all applications, operating systems, hardware,
or other IT-related issues.
- Maintain accurate records via IT
Department ticketing system.
- Create meaningful documentation on
hardware, applications, systems, and procedures.
- Serve as team member and
contributor for major IT initiatives and projects.
- Carry a text-enabled mobile device
and be available for on-call rotation.
needed, will provide cross coverage with other members of the Information
other related duties and responsibilities as requested by the Manager of
Technology Support Services and Director of Information Technology.
School Diploma required, Associates preferred
Training towards Certification in Technical Discipline (e.g. from Apple or
years of related experience
with Windows and Macintosh operating systems and hardware is required
verbal and written communications skills
be able to readily learn and adapt to new computing environments
ability to work with a team approach and in a service-oriented manner
have strong organizational skills and the ability to work with a minimum
be able to prioritize and juggle multiple demands and deadlines