Desktop Support Technician

JOB OVERVIEW:
Support computer technology effectively and efficiently by identifying ways to improve the functionality of existing systems or networks and recommending new systems if appropriate. System Analysts typically develop, implement, and test solutions to application problems; perform systems management and integration; improve existing systems; and review system capabilities. Furthermore, provide technical assistance and support related to computer systems, hardware, and software.

KEY RESPONSIBILITIES:
• Installs, modifies, and makes minor repairs to computer hardware and software systems.
• Resolves tickets representing staff-generated technical requests or incidents and troubleshoots technical issues to maintain productivity.
• Maintains system functionality by testing computer components.
• Helps design and implement networks.
• Consult with users to determine appropriate hardware and software needs and assist in placing orders.
• Maximizes computer systems capabilities by studying technical applications and making recommendations.
• Tests compatibility of new programs with existing ones.
• Gathers data to identify and evaluate technical purchasing options.
• Confirms program objectives and specifications by testing new programs, comparing them with established standards, and making modifications.
• Evaluates vendor-supplied software by studying user objectives and testing software compatibility with existing hardware and programs.
• Installs software and necessary applications.
• Trains users on new software in person or through a variety of tutorial channels, including self-guided training videos, user manuals, and digital instruction pages, often in collaboration with technical writers.
• Maintains system capability by testing computer components.
• Document assets, updated inventory list. Ensure workstations meet compliance.
• Keeps up to date on technical advancements by attending educational workshops, reviewing professional publications, and participating in professional societies.
• Prepares reference material for users by drafting operation instructions.
• Deliver proactive administration and support by performing tactical and strategic network projects, administration, and support activities locally and remotely, ensuring data and network security.
• Other duties as assigned.
• This role requires punctuality, good attendance, and the ability to focus on the work at hand during sometimes stressful situations and times with there are multiple priorities.
• Follow standard practices and safety procedures.
• Strictly adhere to all safety policies and procedures to ensure a safe working environment. 

COOPERATION
This role requires collaboration across internal teams and with external stakeholders.

LEVEL OF DECISION MAKING
This position requires the ability to make daily autonomous decisions. 
 
SKILLS & QUALIFICATIONS:
Required:
• Associate degree or above in computer science, information systems, or related field
• Prior experience working on a Helpdesk, in IT, or similar technical function.
• A+, Security +, or another field related certification
• Experience in CMMC, NIST Compliance or other regulated industry.
• Excellent problem-solving and troubleshooting skills.
• The ability to communicate technical information in an accessible manner to non-technical employees.
• A process improvement mindset.
• Software maintenance and testing capability.
• Vendor relations.
• Basic knowledge of networking principles and operating systems.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Customer-service focus and excellent communications skills.
• Collaborative mindset.
• Hands-on problem-solving ability

COMPETENCIES:
• Excellent communication and collaboration skills.
• Strong attention to detail
• Strong problem-solving and critical-thinking abilities.
• Ability to work in fast-paced environments.
• Leadership or teamwork abilities.

WORKING CONDITIONS:
• Full-time on-site position.
• This position may require travel on an as-needed basis
• This position may require working in diverse settings and conditions.

**Note**: Due to US Export Control laws and regulations; applicants selected for employment must show proof of a U.S. Person status before employment may begin.