Citadel
Desktop Support Technician
Citadel, Exton, Pennsylvania, United States, 19341
Job Overview
The primary responsibility of the Desktop Support Technician will be end-user support, including procurement, configuration, installation and system replacement cycles.The Desktop Support Technician will also be responsible for troubleshooting issues/errors for all desktop PC software applications and peripherals.Will also serve as a backup to Service Desk personnel as needed.
Responsibilities
Desktop PC'sProcurement, Configuration, InstallationIndependently adhere to established replacement cyclesSystem maintenance
Troubleshooting of hardware issues/errorsMonthly patch managementDocumentation of all related processesManage associated vendor relationshipsProcess associated invoices and budget accordingly for anticipated expensesDesktop PC Software Applications
Procurement, Installation, ConfigurationIndependently adhere to established upgrade cyclesSystem maintenanceTroubleshooting of software issues/errorsDocumentation of all related processesManage associated vendor relationshipsProcess associated invoices and budget accordingly for anticipated expensesService Desk Tickets
1st level of escalation for all infrastructure ticketsEscalation of issues to the administrators/engineers as requiredApply problem-solving skills and advanced understanding of hardware and software to resolve Service Desk tickets.Identify trends and follow problem management procedures to isolate root causes in order to prevent repeat issues.Document root cause analysis findings for all Severity 1 ticketsDemonstrate superior customer service, ensuring that all SLAs are metDocumentation of all processes followed and steps taken during issue resolutionBack-up to service desk personnel as neededPeripherals (printers, signature pads, scanners, etc.)
Procurement, Configuration, InstallationIndependently adhere to established replacement cyclesSystem maintenanceTroubleshooting of issues/errorsDocumentation of all related processesManage associated vendor relationshipsProcess associated invoices and budget accordingly for anticipated expensesQualifications
Work Experience
5 years of previous experience with personal computers, information systems or related computer business experience required.3-5 years of previous experience with personal computers, information systems or related computer business experience required.Working knowledge of Windows 10 and Windows 11 architectures and protocols.Advanced knowledge and understanding of PC hardware, software and common desktop systems.Proficient at performing, break/fix hardware repairs, installations, configurations and upgrades.Experience installing and troubleshooting software for the above platforms.Experience configuring, installing and maintaining peripherals and their associated software and hardware.Citrix VDI experience preferred.Mac support experience highly preferred.Education
High School Diploma required.MCP certification required.A+ certification required.Network+ certification requiredAssociates degree or higher preferred or equivalent work and education related experienceServer+ and Security+ certifications preferredMCSA/MCSE/MCTS certification preferredPerformance MeasurementsPerformance is based on the Citadel corporate scorecard as well as departmental and individual goals.
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)
The primary responsibility of the Desktop Support Technician will be end-user support, including procurement, configuration, installation and system replacement cycles.The Desktop Support Technician will also be responsible for troubleshooting issues/errors for all desktop PC software applications and peripherals.Will also serve as a backup to Service Desk personnel as needed.
Responsibilities
Desktop PC'sProcurement, Configuration, InstallationIndependently adhere to established replacement cyclesSystem maintenance
Troubleshooting of hardware issues/errorsMonthly patch managementDocumentation of all related processesManage associated vendor relationshipsProcess associated invoices and budget accordingly for anticipated expensesDesktop PC Software Applications
Procurement, Installation, ConfigurationIndependently adhere to established upgrade cyclesSystem maintenanceTroubleshooting of software issues/errorsDocumentation of all related processesManage associated vendor relationshipsProcess associated invoices and budget accordingly for anticipated expensesService Desk Tickets
1st level of escalation for all infrastructure ticketsEscalation of issues to the administrators/engineers as requiredApply problem-solving skills and advanced understanding of hardware and software to resolve Service Desk tickets.Identify trends and follow problem management procedures to isolate root causes in order to prevent repeat issues.Document root cause analysis findings for all Severity 1 ticketsDemonstrate superior customer service, ensuring that all SLAs are metDocumentation of all processes followed and steps taken during issue resolutionBack-up to service desk personnel as neededPeripherals (printers, signature pads, scanners, etc.)
Procurement, Configuration, InstallationIndependently adhere to established replacement cyclesSystem maintenanceTroubleshooting of issues/errorsDocumentation of all related processesManage associated vendor relationshipsProcess associated invoices and budget accordingly for anticipated expensesQualifications
Work Experience
5 years of previous experience with personal computers, information systems or related computer business experience required.3-5 years of previous experience with personal computers, information systems or related computer business experience required.Working knowledge of Windows 10 and Windows 11 architectures and protocols.Advanced knowledge and understanding of PC hardware, software and common desktop systems.Proficient at performing, break/fix hardware repairs, installations, configurations and upgrades.Experience installing and troubleshooting software for the above platforms.Experience configuring, installing and maintaining peripherals and their associated software and hardware.Citrix VDI experience preferred.Mac support experience highly preferred.Education
High School Diploma required.MCP certification required.A+ certification required.Network+ certification requiredAssociates degree or higher preferred or equivalent work and education related experienceServer+ and Security+ certifications preferredMCSA/MCSE/MCTS certification preferredPerformance MeasurementsPerformance is based on the Citadel corporate scorecard as well as departmental and individual goals.
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)