PRIDE Industries is a fast-paced company with a mission: To Create Jobs for People with Disabilities while providing high quality, value-added solutions to our nationwide customers. We are currently recruiting to fill the following position:
Job: Desktop Support Technician Senior
Job Code: 910 - PR-Desktop Supprt Tech-Sr
HR Title Group: Information Technology
Salary Grade: N19
FLSA Status: Non-Exempt
Approval Date: August 2017
SUPERVISES: There are no direct reports with this position.
POSITION SUMMARY: Under general supervision, the Senior Desktop Support Technician provides third-tier response in resolving computer systems and applications software issues that are escalated by lower level technicians; and responds to user inquiries and requests for assistance. Employees in this job class forecast new equipment needs and plan for moves and new technology introduction, as well as work directly with customers and IT staff to analyze and troubleshoot system problems, advise or instruct on solutions, and coordinate responses with other areas when necessary. This job requires detailed knowledge of the business and its functions, a full range of technical customer support and problem-solving skills; and the ability to evaluate and address a wide variety of computing issues.
TYPICAL DUTIES:1. * Supports and advises other IT technicians as well as customers in responding to escalated user issues and operational problems with the organization\u2019s more complex computing systems.2. * Provides telephone and remote access within the IT group for troubleshooting, configuration, and repair of complex issues related to networking, hardware operations and software applications.3. * Studies and evaluates prior steps in resolving escalated issues, and develops and executes new trouble shooting steps until the issue is resolved.4. * Forecasts new equipment requirements, and plans for moves and new technology acquisitions.5. * Maintains records of all tickets worked on and annotates accordingly.6. * Troubleshoots and repairs personal computers and peripheral equipment, and provides on-site troubleshooting and repair of client networks and computers.7. * Plans and coordinates system implementations at new site builds.8. * May provide desk phone or cell phone support or accessories purchasing.9. * Performs periodic inventory audit of all computer and telecom systems.10. * Participates in documenting departmental policies and procedures.11. * Maintains understanding of the company\u2019s technology needs and strategies, and ensures policies and regulations are followed.12. * May require working shifts outside of normal business hours.13. * Travels to other locations approximately 30% of the time.14. Performs other duties and special projects as assigned.
* Denotes Essential Job Function
MINIMUM QUALIFICATIONS:\u2022 Three or more years of desktop and systems support experience in diverse IT environments;\u2022 Excellent troubleshooting skills, especially for Windows, Networks and Telecom systems;\u2022 Experience using remote desktop tools.\u2022 Understanding of database structures and SQL;\u2022 Knowledge of and skill to operate the applications supported, which include SQL Queries, Windows, Outlook and Microsoft word, Excel, Access, and PowerPoint;\u2022 Familiarity with business systems and processes supported by systems;\u2022 Familiarity with in-house Contract Management System or similar product preferred;\u2022 Initiative and follow-through, including the ability to complete an assignment from start to finish and provide follow-up and documentation;\u2022 Strong problem solving and analytical skills;\u2022 Ability to communicate effectively and respond to questions and requests from team, customers and others;\u2022 Effective written communication skills using appropriate business English; \u2022 Human relations skills to maintain effective working relationships with team;\u2022 Effective customer service skills;\u2022 Intermediate computer literacy including knowledge of word processing, spreadsheet, database and presentation software;\u2022 Basic mathematical ability including addition, subtraction, multiplication, and division;\u2022 Demonstrated customer service, problem solving and common sense skills.
High School Diploma or GED
CERTIFICATES OR LICENSES REQUIRED:
The following licenses or certificates may be required depending on local, state and/or contract requirements:
Employees must have the ability to perform the following physical demands for extended periods of time with or without assistance:
\u2022 Viewing computer screen/monitor \u2022 Utilizing keyboard \u2022 Answering phone/making calls
Work is performed in a normal office environment with limited privacy and some exposure to background noise.
The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to this job. Employees are expected to follow their supervisor\u2019s instructions and to perform the tasks requested by their supervisors.
At PRIDE, we make a difference in the lives of many, one job at a time.
How to Apply
If you are interested in working for this unique organization that blends business with a social mission, please apply online at www.prideindustries.com.PRIDE Industries is a VEVRAA federal contractor committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, marital status, genetics, disability, age, or veteran status. Visit our website to learn more!
PRIDE 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\u2019s legal duty to furnish information. 41 CFR 60-1.35(c)
PRIDE will consider for employment all qualified applicants with criminal histories in a manner consistent with the requirements of all federal, state, and local laws.
Website : http://www.prideindustries.com
PRIDE Industries, one of the nation's largest nonprofit employers of people with disabilities, provides outsourcing solutions that meet the manufacturing and service needs of Fortune 500 companies and government agencies nationwide. As a nonprofit social enterprise operating in 14 states and the nation’s capital, we employ more than 5,300 people, including more than 2,900 people with disabilities. Where disability impedes employment, we champion the unemployed. People with disabilities and other barriers to employment count on us to provide employment opportunities, training, and ongoing support to achieve workplace success. Through a wide spectrum of services, we help people overcome employment obstacles and enable them to lead productive, independent lives as contributing members of their communities. Visit our People Services section to learn more.