Job description
Job Description:
Job Requirements:
- The Desktop Technician III works for and under the direction of the IT System Analyst and IT Manager. As a Technician, you will be part of a team supporting approximately 800 employees (Mostly Remote users) and work alongside other Cape Fox staff who provide System Administration, Human Resources, Accounting, Customer Relations, and Program Management support. You will work directly with the IT System Analyst to provide superior technical support and excellent customer service to Cape Fox and its subsidiaries.
- Duties may include:
- Act as onsite or remote point of contact/first response for technical problems; Tier 1 to 3 support
- Maintain documentation, assignment, and status of all helpdesk tickets
- Correspond to employees through tickets in a timely fashion
- Provide excellent customer support for onsite and (or) remote employees service i.e. software installation, passwords resets, troubleshooting to remediate application problems, granting permissions
- Provide deskside support to end-users, including laptop / mobile equipment
- Handle on-site installation/repair, maintenance, setup and testing tasks for new hires and returning employees
- Diagnose errors or technical problems and determines proper solutions
- Follow all company’s filed procedures and protocols
- Collaborate with technical team members and share information across the organization
- Build positive relationships with employees
Job Requirements:
- Associates degree in Information Technology Computer Science or equivalent work experience.
- 2 to 4 Years’ IT Experience in a corporate environment.
- Experience supporting other Tech/Non-Tech customers
- Experience supporting and maintaining user account information including rights, security, and systems groups.
- Experience with Microsoft Office 365, including Outlook, Word, Project, Powerpoint, and Excel
- Proven user-centric Windows or IT help-desk experience supporting domain-joined Windows and MAC OS devices in an enterprise network environment (senior on PC, some Mac experience is preferred)
- Enthusiastic self-starter, with high attention to detail and excellent planning and organizational skills
- Ability to troubleshoot, test, repair, and service technical equipment
- Familiarity with any ticketing system
- Familiarity with system maintenance and monitoring tools
- Intermediate skills with Adobe Acrobat Teams.
- Working knowledge of images and imaging desktops and laptops
- Working knowledge of Active Directory, Bit-Locker Encryption, Group policies, and networking
- Experience performing to SLAs
- Working knowledge of supporting and installing VPN for remote access
- Experience with supporting mobile devices
- Experience diagnosing and troubleshooting server and network issues.
- Occasional Travel
- Open to working long hours; weekends may be required to meet deliverables
- Must have authorization to work in the United States as defined by the Immigration Reform Act of 1986.
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