General Summary:

 

The Golden West IT team is responsible for developing, deploying, enhancing and maintaining IT infrastructure for 340+ personnel across South Dakota. This infrastructure includes server, virtualization, storage, network, wireless, backups, desktops, laptops, databases and applications.

 

The Desktop Support Technician will provide an excellent customer experience; primarily focused around desktops, laptops, wireless and conference room support, but will include other technologies and duties as assigned. The Desktop Support Technician will respond to helpdesk tickets and provide hardware and software support over the telephone or on-site for all end users. Image, maintain, troubleshoot and perform minor repairs to desktop and laptop computers. Install and upgrade software and provide technical assistance and training to end users. This position does require some travel to other Golden West offices throughout the state.

 

Essential Job Functions:

 

• Provides excellent customer service and technical support to employees in all departments on all their desktops, laptops and peripherals.
• Coordinates and implements work projects, such as imaging laptops and installing new desktops, peripheral hardware or software.
• Monitors and utilizes tools that support the computer infrastructure (i.e. Anti-Virus, System Center, WSUS).
• Supports the Golden West print infrastructure, including addition, deletion and troubleshooting of printer issues.
• Works closely with the Desktop Support Specialist and Systems Administrators in order to support the IT infrastructure such as Wireless, WDS, WSUS, Hyper-V, and other technologies.
• Train staff in use of new software or hardware, to include creating basic training documentation.
• Support and upgrade application software used in Golden West operations whether developed internally or from an external vendor.
• Some day and occasional overnight travel is required.
• After hours and weekends on-call support on a rotational basis.

 

Other Responsibilities:

 

• Performs all other related duties as assigned by Management.

 

Knowledge, Skills & Abilities:

 

• Knowledge of Windows desktop operating systems.
• Knowledge of Microsoft applications including Microsoft Office, Active Directory, and SCCM.
• Knowledge of troubleshooting hardware and software applications.
• Knowledge of basic networking such as LAN and wireless technologies.
• Knowledge of virus and spyware removal techniques.
• Ability to identify computer issues in a timely manner.
• Ability to setup, image, operate, and maintain PC systems.
• Ability to prioritize workload effectively.
• Ability to communicate technical problems to end users so they understand.
• Ability to learn new software and best practices.
• Ability to be a team player.
• Ability to deal with frequent changes, delays, or unexpected events.
• Ability to undertake self-development activities.
• Possess excellent customer service skills.
• Ability to communicate verbally and in written formats with co-workers and business associates in a professional and courteous manner.

Education and/or Experience:

 

Degree in Information Technology, Computer Science, Computer Engineering and/or related fields, or an equivalent combination of education and experience. Must have direct experience with Microsoft computer operating systems and associated software.

 

 

Certifications, Licenses, Registrations:

 

CompTIA A+ or equivalent education/certification highly preferred.

 

Microsoft certification preferred.

 

Must have, or be able to obtain, and maintain a valid South Dakota driver’s license, have an excellent driving record and be insurable under the Company’s insurance policy.

 

 

Physical Requirements:
 

 

Working Conditions:

Good working conditions with the absence of disagreeable conditions. Climate controlled building with adequate lighting and space. The noise level in the work environment is usually moderate.

 

Note:

To perform this job successfully, an individual must be able to perform the essential duties satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

 

Disclaimer:

The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.