IT Desktop Support Technologist I IT Desktop Support Technologist ISouthern Research + YouDiscover a career where your work truly matters. Southern Research has been translating science into real-world solutions since 1941. Join our innovative team and enjoy benefits like medical, dental, vision, 401(k) match, life insurance, PTO, an employee assistance program, and more.
General SummaryThe Desktop Support Technologist I serves as a member of the Information Technology team and acts as the main escalation point for technicians in various locations. Communicates highly technical information to both technical and nontechnical personnel. Provides day-to-day technical support, configuration, and troubleshooting, to all users' endpoint systems -desktops, laptops, phones, smart phones, tablets, printers - software and hardware. Assists with recommendations for hardware and software solutions, including new acquisitions and upgrades for all end point devices. Participates in development of information technology and infrastructure projects with all other areas of IT. Assist with the evaluation of specialized client software applications to ensure that basic configurations are considered for the continuous support and management. Assists with review, documentation, procurement, and licensing for software within the organization.
Essential Duties & Responsibilities - Primary responsibility is end-user support and customer service. Follow the service desk standard operating procedure of accurately logging and resolving all tickets using ticket-tracking software.
- Respond to requests for technical assistance in person, via phone, electronically.
- Troubleshoot, escalate, and resolve issues associated with desktops, laptops, network, printers, remote access and file shares.
- Assist staff with the installation, configuration and ongoing support of desktop computers, peripheral equipment and software.
- Works with vendor support contacts to resolve technical problems with desktop computing equipment and software.
- Ensure desktop computers interconnect seamlessly with diverse systems including associated specialized equipment, file servers, email servers and antivirus applications.
- Use IT support request system to document, prioritize, and track requests.
- Researching, learning, and evaluating new software and hardware.
- Documents systems, processes, and procedures.
- Maintain inventory of equipment.
- Identify and escalate situations requiring urgent attention - redirect problems to appropriate technical resources.
- Track and route problems, requests, and document resolutions. Become familiar with each department and their respective applications. Learn fundamental operations of commonly used software, hardware, and other equipment.
- Provide support for any new/changed helpdesk process.
- Perform other duties as may be required by supervisor.
CitizenshipThis position requires US citizenship.
Requirements/Minimum Qualifications - 3+ years' experience in Helpdesk/Desktop Support environment, including the ability to diagnose and resolve technical hardware and software issues.
- 3+ years' experience with installation and support of: Windows OS client, Microsoft Office 365, VPN client, Encryption and Anti-Virus software.
- Demonstrate knowledge and experience in general IT domains such as network, server, storage, MS Active Directory, etc.
- Able to respond to calls outside regular business hours when necessary
Preferred Qualifications - Associate degree in Computer Science, MIS, Information Technology or related discipline.
- Experience supporting Apple macOS devices, including setup, troubleshooting, system updates, and application management.
- Previous customer service experience strongly desired.
- Overall knowledge on IT hardware and software procurement and renewal processes.
Interpersonal Skills - Excellent interpersonal and customer service skills; friendly presence and helpful attitude; ability to work well with others.
- Excellent communication skills, both written and verbal; good presentation skills.
- Ability to provide technical support over the phone; good phone skills, professional demeanor.
- Requires a high degree of organizational and project management skills.
- Must be able to work under stress with short timelines.
- Ability and affinity to succeed in a fast-paced environment while multi-tasking.
- Ability to manage time effectively, multi-task and adapt to changes quickly in a fast-moving environment.
- Able to work a flexible schedule, weekends, holidays or on call as needed.
- Good problem-solving skills; ability to visualize a problem or situation and think abstractly to solve it.
- Creativity. Ability to work around problems and come up with creative solutions.
- Ability to work with or without direct supervision.
- Exercise patience and professionalism during stressful situations.
- Must be a team player and cultivate partnerships within the organization.
- Occasional short notice travel might be required.
Core ValuesCultivating human connection - putting people first. We know that every individual makes a difference and that no one can do it alone. We believe the world's most powerful resource is human potential. We are an inclusive and courageous team where innovation and diversity of though go hand in hand. We understand that relationships move at the speed of trust.
Operating with precise execution - measuring what matters and owning results as a team. We leverage data to drive decisions that advance science. We recognize the importance of a stable foundation coupled with an agile mindset. We hold ourselves accountable and take pride in our work. We give and receive candid feedback as a gift that keeps us growing.
Harnessing relentless curiosity - our unstoppable, innovative force. We are driven to ask sharp questions and push the boundaries of knowledge. We use creativity and critical thinking as catalysts for finding solutions that change lives. We learn by doing, consistently striving to improve our relationships, training, methodologies, questions and results.
Stewarding a healthy community - implementing sustainable operations for a safe, engaging environment. We don't compromise on safety and health for our employees, customers or community. We believe a healthy community begins with inclusive economic opportunities. We respect the dignity of the patients we ultimately serve. We are motivated to serve communities that are underserved and markets that are overlooked.
Job Specific BehaviorsRelationship Orientation - Develops positive relationships by making others feel their concerns and contributions are important.
Continuous Learning - Proactively seeks performance feedback and identifies approaches to improve personal and others performance and learning.
Tolerance for Stress, Ambiguity & Change - Demonstrates flexibility in applying different approaches to changing work demands.
Effective Communication - Creates a team environment in which information flows freely and decision making is based on a win-win philosophy.
Customer Focus -Responds to customer's needs in a manner that provides added value and generates significant customer satisfaction.
Compliance - Applies an understanding of legal precedents, policies and practices to protect the interests of the organization.
Cross-team Collaboration - Ensures integration and cooperation across organizational boundaries.
Service Development, Delivery, Refinement and Quality - Manages service delivery to ensure high levels of customer impact and satisfaction. Constantly focuses on the continuous improvement of services and processes.
Physical Demands - This position is typically located in an office environment
- Ability to sit/stand for extended periods of time
- Ability to work on a computer for extended periods of time
- Ability to lift up to 50lbs
Certifications, Licenses & Registrations - Security+ certification (or similar) desired
Work AuthorizationApplicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.
Equal Employment Opportunity StatementSouthern Research is committed to providing equal employment opportunities to all individuals, regardless of race, color, national origin, ancestry, gender, sex, age, disability, religion, sexual orientation, gender identity, genetic information, veteran status, or any other characteristic protected by federal, state, or local laws.
We are an equal opportunity employer and seek to create a diverse and inclusive workplace. Our hiring, training, promotion, and compensation practices are based on the principles of fairness, equality, and merit.
Southern Research prohibits discrimination or harassment of any kind, including harassment based on any protected characteristic. We are committed to maintaining a work environment where all individuals are treated with respect, dignity, and fairness.
In addition, we provide reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA) and applicable state laws. We also offer support for individuals who require accommodations due to religious practices or beliefs.
If you have any concerns about discrimination or harassment, please contact humanresources@southernresearch.org immediately. We are committed to investigating all concerns thoroughly and promptly and taking appropriate corrective action when necessary.
Equal employment opportunity, including veterans and individuals with disabilities.
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