SENIOR DESKTOP TECHNICIAN

Become Part of How We Inspire Change

Experienced Desktop Technician needed to provide essential support to ensure smooth and efficient IT operations.

What You Will Be Doing:

Monitor assigned support tickets for assigned locations; troubleshoot and resolve issues
reported
Work with Level 3 support and specialized Subject Matter Expects to resolve advanced technical issues.
Escalate complex issues to the IT Specialist/Manager for the assigned cluster as first point of contact
Perform support activities including but not limited to:

Proactively check the status of computer labs & media center computers on a daily basis
Maintain, update, and troubleshoot interactive whiteboards, panels, digital signage devices and projectors to ensure that they are functional.
Ensure “test readiness” for standardized tests through updating carts and lab equipment
Troubleshoot and/or replace Kronos hardware
Maintain and troubleshoot location Marquee signs
Troubleshoot and resolve minor wireless and network issues
Install OS updates and patches on Apple, Chromebooks, and Windows based PC devices
Install, configure, and support printing devices.
Maintain accurate asset assignment in Nimbus and Incident IQ.
Maintain work areas and workspaces, including MDF/IDF closets
Coordinate removal of obsolete equipment as required
Assist with deployment of new equipment
Check monitoring tools for any school outages (wireless AP, switches, kronos clocks)
Provide support for IT projects and AV events in the assigned schools
Document all work performed (and steps to resolve issues) at all times within ticketing system for audit or knowledgebase purposes
Record and submit checklists or other documentation as required for upward reporting and
accountability
Attend mandatory monthly professional development meetings
Retrieve parts or other items needed to resolve issues from the APS IT Warehouse
Other duties as assigned.

Skills and Qualifications

3+ years of work experience minimum.
A+ Certification.
Strong customer service skills.
Strong oral and written communication skills.
Proficient in understanding network infrastructure and wireless support.
Prior experience with Desktop support is a MUST.
Microsoft Windows certification is a plus.
ITIL experience/certification is a plus
Must have clean criminal record with the ability to pass fingerprint background check.
Must be authorized to work in the United States.
Must hold a valid driver’s license and dependable personal vehicle.

Personal Attributes:
Must be punctual, present and visible throughout the workday
Creative, curious, analytical, enthusiastic and display strong attention to detail
Ability to work independently and effectively on tight deadlines, as necessary
Excellent command of English language
Exceptional customer service skills, including the ability to interact professionally with a
diverse group of customers
Positive and productive team player
Desire to learn new skills as technology evolves

Education/Training

Minimum of Associate degree (preferred)
3+ years of experience in field tech support. Equivalent combination of education and experience will be considered.