Desktop Support Technician I

The Desktop Support Technician I is the first point of contact for day-to-day troubleshooting, escalation, and resolution of end-user related IT and A/V problems. They provide technical support to end-users, troubleshoot hardware and software issues, install, and configure software, and maintain accurate records of all support activities.

Duties/Responsibilities:

- Under general direction from the Service Desk Supervisor, this position is responsible for assisting with tasks related to desktop support, administration of the related endpoints, and other duties as assigned.

- Supports, troubleshoots, and administers PC hardware.

- Assists with the deployment, maintenance, support, upgrade, and inventory tracking of IT assets including desktops, laptops, and tablets.

- Provides initial technical assistance and user support to all employees on issues regarding HEP provided devices, OS, and core business applications.

- Creates user accounts and assign licenses for the domain and other supporting applications used across HEP.

- Responds to and investigates reported phishing attempts; works with Cyber Security to determine whether the threat is legitimate and if action must be taken.

- Receives and responds to incoming calls and/or tickets to solve desktop problems within the assigned SLA.

- Uses the IT help desk ticketing system to thoroughly document all actions taken for all incidents and requests.

- Creates and maintains documentation for processes and procedures.

- Supports AV for live events and setup/maintain conference rooms for new and existing sites.

- Positions will be required to travel to remote locations as needed for troubleshooting or preventative maintenance with the possibility of overnight stay.

- Participates in the mandatory on-call rotation for after hours and weekend incidents.

- Performs other related duties as assigned.

Required Skills/Abilities:

In-depth knowledge of the following:

- MS Windows Operating systems, including troubleshooting, administration, maintenance, OS management, and image creation.

- Computer peripherals and connections.

- Common desktop applications and MS productivity applications.

- O365 administration and other related admin centers.

- Configuring VOIP phones and assigning user licenses, as needed.

- A/V equipment with the ability to set up and support live events, as needed.

- Creating, maintaining, and documenting scripts to assist the Service Desk in automating tasks.

- Multiple IT departments, including Systems, Networking, and Enterprise Applications.

Education and Experience:

- Associate’s degree in an information technology field or 2+ years of experience in lieu of degree

Certifications:

- Industry standard certifications preferred

Physical Demands and Hazards for Office Employees:

This position requires prolonged periods of sitting, frequent computer use, occasional lifting of office supplies, and may involve travel.

Thank you for your interest in Howard Energy Partners, an equal opportunity employer. If you need additional information, have questions, or need accommodations, please reach out to the Human Resources department at 210-298-2222.