Job Description

Provide day-to-day and project-related technical support to multiple DFA locations within a geographic region, which will require traveling to multiple states. Apply analytical and problem-solving skills to provide second-tier deskside support; this includes installing, diagnosing, repairing, maintaining, and upgrading computer software and hardware products and equipment to ensure optimal workstation performance. Participate and/or lead phases of technology implementations, assisting with corporate software and hardware deployments and working alongside infrastructure teams and senior-level technical team members. Serve as liaison between locations supported, third-party support and equipment vendors, and corporate IT teams on technical matters. Troubleshoot straightforward to moderately complex issues in a timely and accurate fashion and provide end-user assistance. Ensure that employees use company-owned hardware and software in conformance with DFA IT policies. Work independently with moderate direction from senior team members or manager.

Job Duties and Responsibilities

• Travel to assigned locations on a scheduled basis and as needed for issues and projects

• Serve as the IT liaison between the business units and IT to ensure all IT requirements are properly defined by gathering input from stakeholders, and develop design solutions for technical initiatives

• Work with each site to identify their audio and visual needs and work with vendors to provide the business with solutions and lead up the implementation projects and support for those solutions

• Assist with the management and tracking of all IT hardware assets within the assigned geographical area

• Assist in project planning, communicate, and lead the execution phase for all projects associated with the locations within the assigned geographical area

• Assist with the management and execution of all lifecycle projects for hardware and software updates

• Create and revise all knowledge articles that specifically pertain to the locations within the geographical area

• Troubleshoot and resolve medium to complex hardware/software problems for PC, Mac, and Mobile devices on Android and iOS platforms

• Provide support for Microsoft 365 access to Teams, SharePoint, and Exchange Distribution Lists and Mailbox Delegation

• Provide daily technical support to internal customers via phone, chat, email, and occasional walk by to resolve break/fix issues and tickets

• Serve as the escalation point for Level 1 service desk team members

• Assist in the communication and execution of network projects as directed by the network team

• Accurately record all work, troubleshooting, and communications in incident tickets

• The requirements herein are intended to describe the general nature and level of work performed by employee, but is not a complete list of responsibilities, duties, and skills required. Other duties may be assigned as required

Requirements

Education and Experience

• Undergraduate degree or in computer science, information technology, or related curriculum (or equivalent combination of experience and education)

• 2 to 5 years of desk side break/fix support or related experience (Windows, Apple, MS office)

• Certification and/or License – may be required during course of employment

Knowledge, Skills, and Abilities

• Must be willing to travel 50%-75% (up to 2 weeks per month)

• Able to work efficiently within a team and self-directed independently with little day-to-day direction

• Able to demonstrate superior customer service skills

• Able to communicate and translate technical topics into easy to understand concepts

• Able to communicate clearly and effectively, both verbally and in writing

• Able to clearly document technical processes

• Able to proficiently manage and troubleshoot Microsoft desktop operating systems

• Able to ask directed and logical questions to determine problem causation and follow documented processes to a successful resolution

• Working knowledge of Active Directory Users and Comp

• Working knowledge of Apple products including iPhone, iPad and Mac Computers

• Troubleshooting and management skills of Apple systems

• Basic understanding of databases and data processing (use of MS SQL and/or Access)

• Must be able to read, write and speak English

An Equal Opportunity Employer