Desktop Support Technician II

Job DescriptionJob Description

Benefits

U.S.-based employees have access to medical, dental, and vision insurance, a 401(k) plan and company contribution, short-term and long-term coverage, basic life insurance, and wellbeing benefits, among others. U.S.-based employees also receive, per calendar year, up to 6 scheduled paid holidays. Additionally, eligible hourly/non-exempt and exempt employees accrue up to 112 hours of PTO based on years of service and may annually take up to 8 hours of paid volunteer time. Additional paid sick leave is also provided if required by state or local law.

Summary of Position:

The Desktop Support Technician is part of an internal Denali team responsible for providing technical support and deployment services.

Essential Functions:

• Provide moderately complex end-user technical support including analysis and troubleshooting of technical issues
• Maintains, analyzes, troubleshoots, and repairs computer systems, hardware, and computer peripherals
• Documents, maintains, upgrades, or replaces hardware and software systems
• Deployments of new computer-related hardware or moves, and existing computer operating system upgrades. Physical installs/placement of equipment, cabling, data backup, and transfer, imaging, basic to complex configurations, standard to complex application installs/setups, profile transfer, validation and testing of installations, and preparation of old devices for disposal or re-deployment
• Remote moderately complex desk-side technical support including remote control of end-users’ devices
• Research and provide recommendations for technical upgrades and changes to end-user devices and systems
• Assist with the creation and maintenance of technical and user documentation
• Communicate status updates to customer and coordination/project management resources
• Short term projects may include: computer and/or server moves and deployments, computer arm installs, and other hardware deployments

Competencies:

1. Ensures Accountability
2. Tech Savvy
3. Communicates Effectively
4. Values
5. Customer Focus
6. Resourcefulness
7. Drives Results
8. Plans and Prioritizes
9. Decision Quality
10. Self-Development

Work Environment:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, VIOP phones, printers and warehouse scanning.

Must be comfortable working in various working conditions including configuration, office, warehouse, and data center environments.

Work shifts are daytime business hours. Rarely, there may be planned projects that happen outside of typical business hours (before or after typical business hours, on weekend, or during other times as needed).

Physical Demands:

This role requires physical capabilities that support the successful execution of key responsibilities. The employee regularly engages in verbal and written communication with colleagues and clients to address project-related inquiries and must be able to convey accurate information clearly and efficiently. The position involves remaining seated at a workstation for approximately 75% of the time, with occasional movement throughout the office to access equipment, supplies, and shared resources. Daily tasks include consistent use of computers and standard office technology such as keyboards, printers, and multifunction devices. The role also involves transporting equipment boxes weighing up to 25 pounds within the building and to other offsite locations as needed for project support.

Required Education and Experience:

• High School Diploma is Required
• 3 - 5 Years of Experience

Qualifications:

• Prefer 3-5 years of Windows Desktop/Laptop support in a professional enterprise environment
• MS Office, and other software application setups, upgrades, and troubleshooting
• Ticket management utilizing trouble ticket tracking applications
• Install, upgrade and/or configure desktop computers primarily in a Windows operating system environment Knowledge of tools such as Active Directory
• Printer support and maintenance
• Mastery of Desktop Support Technician I job duties
• Superior customer service skills. Excellent verbal, written, and interpersonal skills
• Ability to work independently with minimal supervision as needed
• AA degree in an IT-related field is strongly preferred. High school diploma is required
• An A+, MCP, and/or MCDST Certification strongly desired
• Experience in a Macintosh environment is a plus

AAP/EEO Statement:

3MD Inc. is an equal opportunity employer and does not discriminate based on , , , and , , marital status, , , , or expression, veteran status, or any other category that is protected by applicable law.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.