Desktop Support Technician - Venture Talent Consulting

Are you ready to build a rewarding career and a better future? Venture Talent is always on the lookout for motivated, curious, and creative people to join our organization.

Overview
We are currently seeking a Desktop Support Technician that will be a critical member of a U.S.-based global systems integrator providing technology solutions and services for commercial and government clients. This is a full-time permanent role supporting our program in Athens, GA.

This is a professional and technical position responsible for desktop, laptop, printer and video conference installation, set-up, patch installation, software upgrade support, and troubleshooting /diagnosing reported end-user hardware and software problems.  Employees in this classification are responsible for planning, evaluating and implementing approved system changes and upgrades and providing tier 2 and 3 support for hardware and software problem resolution.
Specific responsibilities include but are not limited to:

• Supports, monitors, tests, and troubleshoots hardware and software problems pertaining to computer systems for ORD
  • Computers can be connected to a production network, isolated lab network, or stand-alone
  • Operating systems range from Windows 95, 98, NT, Windows 2000, Windows XP, Windows 7, and Windows 10 desktop / laptop / virtual workstation systems as well as support of local and network printers
• Schedules repairs, installs, and configures workstations with approved image and additional software as approved/required
• Installs after-market hardware to support user equipment functionality as needed
• Moves IT systems and peripherals for office relocations
• Sets up, initiates, and shutdowns video conferences between two or more sites
• Follows approved standard operating procedures and meets all service level agreements
• Maintains and submits updates to asset management for all equipment maintained
• Responds to and diagnoses problems through discussion with users
• Ensures a timely process through which problems are controlled
• Includes problem recognition, research, isolation, resolution, and follow-up steps
• Supervises operation of help desk and serves as focal point for customer concerns
• Provides support to end users on a variety of issues
• Identifies, researches, and resolves technical problems
• Responds to telephone calls, email, and personnel requests for technical support
• Documents, tracks, and monitors the problem to ensure a timely resolution
• Provides second-tier support to end users for either PC, server, or mainframe applications or hardware
• Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem
• Simulates or recreates user problems to resolve operating difficulties
• Recommends systems modifications to reduce user problems
• Possesses and applies expertise on multiple complex work assignments
• Operates with appreciable latitude in developing methodology and presenting solutions to problems
• Contributes to deliverables and performance metrics where applicable
• Relies on instructions and pre-established guidelines to perform the functions of the job
• Works under supervision (reports to a team leader or manager)
• May be required periodically to work outside of scheduled work hours
• May be required to work at alternate locations.

• 2 years of experience in a production networked environment supporting MDT imaging, Microsoft Office 365, Microsoft Windows XP, Windows 7 and Windows 10 workstations, network, and locally attached printers / plotters
• Experience with the customer’s installed product base – preferred

• Familiarity with Video Conference systems setup and preparation - desired

• May need to install third party vendor hardware to support user equipment functionality.

• Has knowledge of commonly used concepts, practices, and procedures within a particular field
• Provide a hands-on customer service approach
• Troubleshoot computers, peripherals, and telephone equipment
• Good verbal and written communications skills
• Organized and self-motivated
• Manage multiple priorities
• Productive working independently or as part of a team
• Must enjoy working with end users and must work well with other IT team members and department managers
• Proficient in use of MS Office products (e.g., Word, Excel) and operating systems (Windows, Linux, Unix, iOS, Android)

• An Associate or Bachelor’s degree an accredited college or university with major course work in information management, computer science or another related field
• equivalent education and work experience in desktop systems support may substitute
• A, MCDST, and other Microsoft certifications - highly desired

• Will be required to obtain a Public Trust clearance

• Must pass a criminal background investigation
• Must pass a 4-panel Drug Test

• Paid Time Off & Holidays
• 401K with Company Matching
• Tuition & Training Reimbursement
• Birthday off with pay
• Leadership Development Training

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