General Summary:

The IT team designs, deploys and maintains all aspects of information technology and cybersecurity for both Golden West Telecommunications and Technologies. This includes network equipment, servers (physical & virtual), desktops, laptops, wireless, printers and conference room equipment. Key technologies used are MS Windows, VMWare, Cisco networking, Ruckus wireless and MS Surface Hubs.

The Desktop Support Technician’s responsibilities are primarily focused around desktops, laptops, wireless and conference room support, but will include other technologies and duties as assigned. The Desktop Support Technician will image, maintain, troubleshoot and perform minor repairs to desktop and laptop computers for end users. Install software and provide technical assistance and training to end users. Troubleshoot system hardware, software, and operator problems. Recommend and/or perform remedial actions to correct problems based on knowledge of system operation. Provide hardware and software support over the telephone or on-site for all end users. This position does require some travel to other Golden West offices throughout the state.

Essential Job Functions:

• Provides technical support to employees in all departments on all their desktops/laptops and peripherals via onsite and remote methods.
• Coordinates and implements work projects, such as imaging laptops and installing new desktops, peripheral hardware or software.
• Manages, develops and implements the utilization of tools to support computer infrastructure (i.e. Anti-Virus, System Center, WSUS).
• Manages and supports the Golden West print infrastructure, including addition, deletion and troubleshooting of printer issues.
• Assists other IT technicians and engineers in troubleshooting IT infrastructure such as Ruckus Wireless, WDS, WSUS, Hyper-V, and other technologies.
• Train staff in use of new software or hardware, to include creating basic training documentation.
• Modifies, tests, upgrades, and corrects existing programs and applications used in Golden West operations whether developed internally or from an external vendor.
• Some travel is required.
• On call rotation.

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, wireless technologies, and TCP/IP.
• 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 operate office equipment.
• 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.