Desktop Support Technician#00292

CLASSIFICATION:               Non-Exempt; Administrative Staff

REPORTS TO:                      Manager of Technology Support Services

OVERALL RESPONSIBILITY

As 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 loss.

CHARACTERISTIC DUTIES

  • Responsible for providing the highest levels of technical and customer support to all Whitehead personnel.
  • 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 wireless.
  • Setup and manage users, as an operator, in LDAP, Windows domain, and related systems.
  • Provide limited in-house audio-visual support.
  • 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.
  • As needed, will provide cross coverage with other members of the Information Technology staff.
  • Perform other related duties and responsibilities as requested by the Manager of Technology Support Services and Director of Information Technology.

QUALIFICATIONS

  • High School Diploma required, Associates preferred
  • Industry Training towards Certification in Technical Discipline (e.g. from Apple or Microsoft)
  • 2+ years of related experience
  • Experience with Windows and Macintosh operating systems and hardware is required
  • Excellent verbal and written communications skills
  • Exceptional troubleshooting skills
  • Must be able to readily learn and adapt to new computing environments
  • Demonstrated ability to work with a team approach and in a service-oriented manner
  • Must have strong organizational skills and the ability to work with a minimum of supervision
  • Must be able to prioritize and juggle multiple demands and deadlines

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