Desktop Support Technician

The Desktop Support Technician provides employee support for computer hardware, software, training, troubleshooting, and system analysis in a LAN/WAN environment. Responsible for ensuring that staff PCs, printers, and other peripherals are operational at all times and assists users in resolving problems.
Requirements
Essential Functions
55% Desktop and Network Support:

• Prioritize and respond to user requests for service. Determine the nature and extent of support needed and provide telephone, remote, and onsite technical support. Perform follow up on critical incidents and problems until resolved.
• Provide training to users in Port standard usage including data storage rules, network login, e-mail management, VOIP phones, and other standard PC skills.
• Respond to requests for changes in access to network resources and for software account activation.
• Provide back-up and emergency support to various Port network devices.
• Ensure Port Commission meetings are accessible remotely and recording equipment is working.
• Provide set-up and troubleshooting for meetings that require audio-visual and recording equipment.

20% Maintenance:

• Install, configure, test and troubleshoot a wide range of standard and special request software used throughout the Port departments.
• Perform hardware and software upgrades to existing and new equipment as needed and create/install software/system images for new PC's.
• Track software licenses to assure legal compliance.
• Assist with the disposal of obsolete equipment, and maintenance of the Port's hardware/software inventory.

15% Planning:

• Maintain expertise in the operation and application of all port PCs and related systems and a working knowledge of a wide variety of commonly used PC hardware and software.
• In conjunction with the IT Manager, obtain specifications, pricing, quotations and other purchase related information needed to guide purchasers in meeting their hardware and software needs or requests within established standards.
• Provide advice and consultation in formulating, interpreting and implementing management policies/procedures relating to the Port's computing systems and appropriate use.
• Assist in strategic planning for information and computing needs, and needs evaluation testing of PCs, software, and related equipment.

5% Respond to evening/night/weekend critical requests received.
5% Other duties as assigned.
Qualifications
Knowledge, Skills, & Abilities (KSA's) Required of all Exempt Employees:
The possession of the following KSA's by all exempt Port employees assures that the Port is maintaining a knowledgeable, capable, professional staff that is committed to the Port's mission. As such, all exempt Port employees are expected to:

• Demonstrate expertise specific to their profession and maintain appropriate licensing/certification.
• Display the diplomacy necessary to address sensitive issues or complaints-both public and private.
• Possess effective conflict resolution and personal negotiation skills.
• Exhibit high ethical standards in the execution of position responsibilities.
• Use discretion in Port personnel and vendor interactions. Maintain a high degree of confidentiality.
• Cultivate and contribute to a dynamic, team-oriented work environment by being responsive, timely, respectful and knowledgeable.
• Communicate effectively in English, including the ability to read, write, analyze and interpret complex documents and other written material.
• Have the ability to make effective and persuasive group presentations.
• Have the ability to obtain a Transportation Worker Identification Credential (TWIC).
• Possess a valid driver's license and maintain insurability under the Port's auto insurance plan.
• Respond to evening, night and or weekend concerns/needs as required to fulfill position responsibilities.

Preferred Work Experience:

• Three (3) years experience in installing, maintaining and troubleshooting complex computing systems.
• Experience in supporting desktop computing users in a complex office environment.
• Experience supporting a computer network in a LAN/WAN environment.

Preferred Knowledge, Skills & Abilities:

• Thorough knowledge of Word, Excel, PowerPoint, Outlook and SharePoint.
• Experience with Windows and Mobile Operating Systems.
• Knowledge of network systems, file/data management, data transfer utilities applications, hardware configurations, and operating systems.
• Ability to manage multiple priorities in a busy environment.
• Ability to work independently and make appropriate autonomous decisions.
• Ability to effectively train staff the requirements of the Port's computing and network systems.
• A+ Certification preferred.

Physical and Working Conditions
Incumbents must be physically able to perform each essential duty of the position satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
While performing the responsibilities of the position, the employee is generally required to meet the following physical demands:

1. Strength
2. LIGHT - Exert up to 30 lbs. of force occasionally, and/or up to 10 lbs. of force frequently, and/or a negligible amount of force constantly to move objects. Physical demands are in excess of those of sedentary work. Light work usually requires walking or standing to a significant degree.
3. Movement
4. CLIMBING - Ascending or descending using feet and legs and/or hands and arms.
5. BALANCING - Maintaining body equilibrium to prevent falling on narrow, slippery, or erratically moving surfaces; or maintaining body equilibrium when agility is required.
6. STOOPING - Bending body downward and forward. May require full use of the lower extremities and back muscles.
7. KNEELING - Bending legs at knees to come to rest on knee or knees.
8. CROUCHING - Bending body downward and for-ward by bending legs and spine.
9. CRAWLING - Moving about on hands and knees or hands and feet.
10. REACHING - Extending hand(s) and arm(s) in any direction.
11. HANDLING - Seizing, holding, grasping, turning, or otherwise working with hand or hands.
12. FINGERING - Picking, pinching, or otherwise working primarily with fingers rather than with the whole hand/arm.
13. Auditory
14. TALKING - Accurately and efficiently expressing or exchanging ideas by means of the spoken word.
15. HEARING - Receiving detailed information through oral communication by perceiving the nature of sounds.
16. Vision
17. NEAR ACUITY - Clarity of vision at 20 inches or less.
18. FAR ACUITY - Clarity of vision at 20 feet or more.
19. DEPTH PERCEPTION - Three-dimensional vision. Ability to judge distances and spatial relationships so as to see objects where and as they actually are.
20. ACCOMMODATION - Adjustment of lens of eye to bring an object into sharp focus.
21. COLOR VISION - Ability to identify and distinguish colors.
22. FIELD OF VISION - Observing an area that can be seen up and down or to right or left while eyes are fixed on a given point.

Working Conditions

1. OFFICE ENVIRONMENT - Work is mostly performed in a climate-controlled facility providing reasonable comfort and security. Noise level is usually low. Travel between work locations may be required.

Salary Description
$60,000 - $75,000