Desktop Support Technician

SUMMARY Overview of the position

This IT helpdesk role is the first-line support person for IT at Upper Deck. This position involves onsite and remote troubleshooting of user computers issues. The ideal candidate is proficient in troubleshooting hardware and software issues and has thorough knowledge of Windows and Mac operating systems, basic networking, Microsoft software packages, and web technologies. This position requires strong attention to details and communications skills.

ESSENTIAL DUTIES AND RESPONSIBILITIES The following statements are intended to describe the general nature and level of work being performed by an individual assigned to this job. Other duties may be assigned.

• Experience troubleshooting Mac and Windows operating systems.
• Provide first-line support for IT issues reported by users.
• Triage all help desk tickets and respond / escalation of tickets as required.
• Responsible for tickets involving issues and errors, new hire setup and equipment deployment.
• Provide onsite and remote support via phone on / or remote session.
• Perform timely updates for workstation hardware and software upgrades as required.
• Solid understanding of and ability to install, configure and test workstation hardware including video cards, NICs, hard drives.
• Must be able to work independently and be a quick learner.
• Works in conjunction with the IT Department to analyze and resolve problems associated with technical applications and recommends solutions for changing needs.
• Perform post-resolution follow up and document resolution.
• Performs other related duties as assigned.

INTERACTION

This position will closely interact with the IT Director, IT team members, project stakeholders and internal / external project resources.

EDUCATION / YEARS EXPERIENCE

REQUIREMENTS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and / or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

KNOWLEDGE, SKILLS AND ABILITIES