Address
Form of workSERVICE DESK SUPPORT TECH
DEFINITION:
Under the direction of the Service Desk Support Manager, the Service Desk Support Tech is responsible for:
DEFINITION:
Under the direction of the Service Desk Support Manager, the Service Desk Support Tech is responsible for:
- Hands on management and execution of Tier 1 Support for all Gibson Plumbing end user devices to include PC’s Laptops, Cell Phones, iPads, printers and bar code scanners as well as for all desktop and enterprise applications;
- Implementation, and configuration of end user devices, including OS and application patch management and OS Image management;
The successful candidate will be a dynamic leader, excellent communicator, have demonstrable expertise in Service Desk and Desktop Support, and above all be customer and team focused.
SUPERVISION EXERCISED:
N/A.
N/A.
EXAMPLES OF DUTIES AND RESPONSIBILITIES:
- Provide Tier 1 Service & Desktop support for ALL Gibson Plumbing PC’s, Mobile Devices, Printers and Scanners connected to the Gibson network.
- Provide Tier 1 Service & Desktop support for all Gibson applications.
- Provides Device Inventory Life Cycle support to include:
- OS Imaging
- Patch Management (PC OS & PC Applications)
- Device Health and Availability
- Device Upgrade, Replacement and Recycle support
- Inventory support
- Vendor Maintenance & Support
- Coordinates and tracks customer / user service requests;
- Assists in maintaining accurate and complete system documentation, process and procedures and business records;
- Support Service Desk & Desktop support projects.
- Acts as a liaison between third-party vendors related to Service Desk Support;
- Coordinates and manages outside vendors when required.
OTHER JOB-RELATED DUTIES:
Perform other related duties as required.
Night, weekend, and off-campus travel assignments may be required but are rare.
Perform other related duties as required.
Night, weekend, and off-campus travel assignments may be required but are rare.
MINIMUM QUALIFICATIONS:
Knowledge of:
Knowledge of:
- Microsoft Windows 10 & 11 OS, Apple iPAD and iPHONE IOS, Patch and OS management;
- Basic networking skills and ability to troubleshoot;
- System and application security requirements;
- Basic principles and techniques of troubleshooting;
- Methods of testing computer equipment, networks, software and media;
- Ticketing, Patching, Imaging and Remote access tools.
Skill in:
- Strong oral and written communications, interpersonal relations, management and supervisory skills;
- Strong background in the management and support of end user devices and desktop applications used throughout Gibson Plumbing.
Ability to:
- Ability to display tact and diplomacy when assisting customers, coworkers, consultants and vendors.
- Ability to thrive under pressure and manage multiple, concurrent and conflicting priorities and deadlines.
- Organize, prioritize, and track tasks, requests, and projects effectively; instruct, write, and listen effectively;
- Interpret and resolve complex problems; establish and meet schedules and timelines;
- Acquire and maintain current technological knowledge; author and assemble professional documentation;
- Maintain business records; establish, maintain, and foster positive productive and cooperative and harmonious working relationships;
- Work productively and efficiently with minimal oversight.
EDUCATION AND EXPERIENCE GUIDELINES
Education: Associate or Bachelor’s degree with major coursework in computer information systems and technologies OR related certificates,
Experience: 3-5 years of progressive experience in Service Desk & Desktop support and hardware and software implementation.
Education: Associate or Bachelor’s degree with major coursework in computer information systems and technologies OR related certificates,
Experience: 3-5 years of progressive experience in Service Desk & Desktop support and hardware and software implementation.
PHYSICAL CHARACTERISTICS: Essential duties require the following physical abilities and work
environment: Safely lift and move computing and communications equipment and handle cabling media
and tools up to 25 pounds; ability to work in a standard office environment; may be exposed to outdoors.
