It Desktop Support Technician

This position will require access to ITAR and/or EAR controlled technical data, technology or source code, and requires that all individuals in this role be authorized to access such information

General Description:

The IT Support Technician is an hourly, Grade 50 position reporting to the Information Technology & Systems Manager. The IT Support Technician is responsible for support, installation and testing of computer systems, peripherals, mobile devices and telecommunication devices in a networked environment. The IT Support Technician will interact with application software, operating systems and hardware to diagnose and resolve issues. The IT Support Technician will be responsible for upkeep of the company intranet and may act as a liaison with third party web developer/web master for the company web site. The IT Support Technician will generate and maintain electronic forms and templates as required. The IT Support Technician will assist with the administration for external software portals, telecommunications systems and data backup systems. The position requires good analytical and technical skills. The IT Support Technician interacts with people in all levels of the organization; therefore good communication skills are also required

Primary Responsibilities:

• End user support/help desk for company hardware, software, mobile devices, telecommunication devices and network connectivity
• Installation, upgrade and testing of computer systems, software, peripherals, mobile devices and telecommunication devices
• Diagnose and resolve issues that arise with desktop hardware, software, peripherals, mobile devices and telecommunication devices.
• Generate and maintain user documentation, as required
• Maintain company intranet site and contents
• Liaison between company and third party web developer/web master for the company website
• External software portal administration

Education and Experience Requirements:

• Associates Degree in Computer Science or Related Field, or equivalent technical certification
• 2 years of experience supporting desktop users in a networked environment
• Proficient technical hardware skills
• Proficient in Microsoft Office Suite, Project, Visio and Acrobat
• Proficient in Microsoft Expression Web or similar web development software
• Good communication skills
• This position requires the physical ability to do work requiring kneeling, crawling, bending, and reaching overhead, the physical strength to lift, move and carry computer related equipment such as computers, monitors, printers and audio/visual equipment, as well as the ability to perform all duties related to the installation of computer related equipment

Specific Tasks and Focus Areas:

• End user support/help desk for company hardware, software, mobile devices, telecommunication devices and network connectivity
  • Provide orientation and guidance to users on how to operate new computer equipment, mobile devices and telecommunication devices
  • Provide users with telephone and in person support to troubleshoot minor issues
  • Conduct individual/group training for helpful software concepts & features and tips & tricks
  • Prioritize end user issues as they are received
• Installation, upgrade and testing of computer systems, software, peripherals, mobile devices and telecommunication devices
  • Set up desktop computers/laptops and necessary peripheral devices
  • Configure mobile devices
  • Install company software as advised
  • Check computer hardware, software and network connectivity for full functionality
  • Install telecommunication devices
• Diagnose and resolve issues that arise with desktop hardware, software, peripherals, mobile devices and telecommunication devices
  • Troubleshoot and resolve issues that are above end-user level
  • Interface with vendor, when advised, for higher level technical support
  • Advise Information Technology & Systems Manager of complex issues
• Generate and maintain user documentation, as required
  • Create user guides and reference guides for procedures
• Maintain company intranet site and contents
  • Post current files to the company intranet
  • Update web pages using web development software
• Liaison between company and third party web developer/web master for the company website
  • Communicate changes required to company web site to web developer/web master
• External software portal administration
  • Add/remove users from customer/vendor portals as required

“AA/EOE/W/M/Vet/Disable”

R.E. Darling Co., Inc. is an equal opportunity employer. All qualified applicants will receive consideration of employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as protected veteran, among other things, or status as qualified individual with disability.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)