Job Listing Description

Desktop Support Technician


Resolves entry-level to complex technical issues related to the Company’s endpoint devices (mobile and PCs), and conducts routine and non-routine technical assignments and projects for the Information Technology Department under limited supervision.

ESSENTIAL JOB DUTIES/RESPONSIBILITIES: (functions considered essential as defined by ADA)
• Provides Tier 1 and Tier 2 support as needed and advises users accessing systems and software, answering questions and providing them with the tools and training needed to ensure system security and integrity
• Supports approved mobile devices and applications
• Installs/migrates software, hardware, and peripheral components such as operating systems, telecom, applications, SAP, monitors, keyboards, printers, and disk drives
• Answers all levels of technical questions from users concerning browser setup and settings, hardware and software applications, telecom and general Inter/Intranet and website usage questions
• Standardizes end-user experience through use of imaging tools such a System Center Configuration Manager
• Establishes and maintains effective lines of communication with end users throughout the life-cycle of their issue or service request
• Maintains desktop hardware and peripherals inventory within the asset management system in accordance with established process and procedures; assists with desktop hardware and peripheral asset refreshes and in the end of life process of retired equipment
• Maintains and reviews records and reports detailing hardware/software machine malfunctions and maintenance history. Recommends corrective action as needed to ensure processing and utilization improvements
• Follows proper procedures for e-waste storage and disposal in accordance with accounting practices and environmental standards
• Maintains Microsoft Active Directory, Microsoft Exchange accounts, SAP accounts, physical security, and logical security accounts under limited supervision
• Maintains technical competency (subject matter expert) with appropriate technologies, support processes and procedures (i.e., SAP, Active Directory, Cisco)
• Assists with monitoring and resolving complex issues relating to systems, telecom, network, and security
• Coordinates software, hardware and system installation and changes with location staff to minimize equipment, resource and time scheduling conflicts
• Responds to all user inquiries concerning systems operation including basic training
• Performs complex remedial actions to correct problems and ensures technical disaster recovery, system recovery, disk space analysis, system backups and recovery, system reboots and total overall system access
• Writes clear, concise, and accurate documentation, provides training (i.e., work procedures, how to guides) and trains users on new company-provided product releases and new products
• Coordinates activities with company’s business, SAP, and other information systems groups
• Relocates technical equipment to and from an assigned location
• Assists in execution of the Company’s annual endpoint refresh


A minimum of four years of job related experience is required.

A minimum of a High School Diploma or equivalent is required.

Bachelor’s Degree in Computer Science or related field is preferred.

Advanced understanding of company operating systems platforms; working knowledge of information systems concepts/design/development, systems development life cycle, recovery techniques, performance monitoring and tuning; working knowledge of backup and recovery, disaster recovery, and company production environment; strategies and designs with all levels of the organization, ability to effectively communicate with others, both verbal and in written communication; advanced knowledge of web programming languages; decision-making, analytical, problem solving and interpersonal skills. Intermediate reading and writing skills, ability to perform intermediate mathematical calculations.

Certifications: Microsoft certifications (MCDST, MCSA, MCSE, MCP, MOS); Network, PC hardware and software certifications (CCNA/JNCIA (preferred), A+, N+, INET+) are preferred.

Job Number: 1910096503
Job Location: Dallas, TX
Duration: 6 months
Input Date: 01/03/2019
Last Updated: 01/18/2019
Attention: Amy Kloeppinger
City, State: IRVING, TX 75062
Phone: 214/647-9600
800 Phone: 800/270-4737
Fax Phone: 214/647-9630

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