Desktop Support Technician

Can you contribute new ideas to spark a team, lead a department, and change an industry?

At CertiPay, we strive to keep team members engaged and passionate about their role. To do this, we have created a culture of freedom to develop and actuate employee talents. We provide a dynamic, challenging work environment for team members with endless opportunities.

Our success with our clients is driven by our ability to manage our customers' needs quickly and effectively.

Our success with our employees is driven by our belief in investing not only in their professional lives but also in their personal lives.

We are not as big as some of our larger competitors, but our IMPACT is!! We believe in our product line, our team members and take pride in giving our clients the best customer experience possible.

Summary:

The IT Service Desk is the central point of contact for all IT related incidents and service requests. The role of the Desktop Support Technician is to provide first- and second-line support for all staff of Certipay. The Desktop Support Technician is responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands. IT Support staff work in a dynamic, fast-paced environment which provides services over the phone, through e-mail, and in person.

Essential Duties and Responsibilities include the following. Other duties may be assigned to meet business needs.

• To diagnose and resolve software and hardware incidents, including operating systems (Windows) and across a range of software applications.
• To assist all our users with any logged IT related incident when called upon.
• To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.
• To accurately record, update and document requests using the IT service desk system.
• To install and configure new IT equipment.
• To resolve incidents and upgrade different types of software and hardware
• To resolve incidents with printers, copiers and scanners
• To maintain a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
• Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization.
• To be a highly motivated team player with the skills and ability to manage changing priorities.
• Be willing to attend internal training as necessary to keep up to date with the latest technology and internal system processes.
• Follow all organization's policies, practices, and procedures
• Participate in proactive team efforts to achieve departmental and company goals
• Provide leadership to others through example and sharing of knowledge/skill
• Regular attendance is a requirement of this position
• Perform other duties as assigned

Knowledge/Skills/Abilities:

• Excellent knowledge of PC and desktop hardware.
• Excellent knowledge of PC internal components.
• Hands-on hardware troubleshooting experience.
• Extensive equipment support experience.
• Working technical knowledge of current protocols, operating systems, and standards.
• Ability to operate tools, components, and peripheral accessories.
• Able to read and understand technical manuals, procedural documentation and OEM guides.
• Strong customer service orientation.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Good written, oral, and interpersonal communication skills.
• Ability to conduct research into PC and software issues and products as required.
• Ability to present ideas in business-friendly and user-friendly language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Team-oriented and skilled in working within a collaborative environment.

Education/Experience/Requirements:

• High School diploma or equivalent, and/or 3 years work experience in related field.
• Preferred Qualification: CompTIA A+
• Preferred proficiency in the following systems: Microsoft Windows, Microsoft Office 365, Microsoft Deployment Toolkit, Zendesk, Manageengine, Active Directory User Administration, Telephony new user setup, Basic IP Knowledge (ID, DHCP, DNS), PC Hardware Exchange Knowledge (Repair laptop/Desktop), Exchange new user setup)

Physical Demands:

• Sitting, standing, or walking for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components.
• Lifting and transporting of moderately heavy objects, such as computers and peripherals.

CertiPay is a Drug Free Workplace and Equal Opportunity Employer. We participate in the federal E-Verify program. CertiPay values and supports employment of individuals with disabilities. Qualified individuals with disabilities are encouraged to apply.

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