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 Specialist will provide an excellent end user experience; troubleshoot software packages, hardware devices, and other end user peripherals. Assist in file and e-mail restoral process. Install and upgrade software packages and provide technical assistance and training to end users. Create, maintain, and deploy operating system images and software packages. Manage user account creation and permissions. Respond to helpdesk tickets and provide hardware and software support over the telephone or on-site for all end users. Assist the Desktop Support Technician when required. Assist with Windows OS patch management. This position does require some travel to other Golden West offices throughout the state.

 

Essential Job Functions:

 

• Provides excellent technical support to employees in all departments on all their desktops, laptops and peripherals.
• Manage user accounts; which includes creating, deactivating, unlocking, and modifying permissions and user groups.
• Administration, maintenance and troubleshooting of Office 365 infrastructure.
• Manages, develops and implements tools to support computer infrastructure (i.e. Anti-Virus, System Center, WSUS).
• Support System Administrators in higher level infrastructure management tasks, as necessary.
• Coordinates work projects, such as installing new desktops, peripheral hardware or software.
• Create and maintain Operating System Images and Application deployment packages.
• Reviews completed projects or computer programs to ensure that goals are met and programs are compatible with other applications already in use.
• Manages and supports the Golden West print infrastructure, including addition, deletion and troubleshooting of printer issues.
• Train staff in use of new software or hardware and communicate problems and issues to management, development teams, and end users.
• Assist with Windows and Security Updates to ensure that Workstations and Servers stay up to date.
• Modifies, tests, upgrades, and corrects existing programs and applications used in Golden West operations, whether developed internally or from an external vendor.
• Create Knowledge Base documents for other techs to utilize.
• Identify and track IT assets, along with supporting the annual budget planning process.
• Perform license management and regular audits.
• Support the team in administering and managing a variety of IT tools in support of the network infrastructure, to include a ticketing system, documentation platform, cybersecurity and other monitoring tools.
• Assist in file and e-mail restoral processes.
• 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:

 

• Advanced knowledge of Windows Desktop Operating systems.
• Knowledge of Microsoft Windows Server 2012R2, 2016, 2019.
• Advanced experience installing, maintaining and troubleshooting Windows desktop operating systems.
• Knowledge of virtualized networks including virtual servers and desktops.
• Knowledge of LAN/Wan and wireless technologies.
• Demonstrated knowledge with TCP/IP, DNS, 802.1x and DHCP Protocols.
• Advanced knowledge of trouble shooting for hardware and software applications.
• Experience with Office 365 or Microsoft Exchange service administration.
• Knowledge of network devices: switches, routers and firewalls, etc. (HP and SonicWALL preferred).
• Knowledge of virus and spyware removal techniques.
• Knowledge of PowerShell commands and functions.
• Knowledge of Microsoft applications including Microsoft Office, Active Directory, WSUS, SCCM.
• Ability to prioritize workload effectively.
• Ability to identify computer issues in a timely manner.
• Ability to learn new software and best practices and apply them effectively within the company.
• Ability to communicate technical problems to end users so they understand.
• Ability to be a team player and work with other specialists.
• Possess excellent customer service skills.
• Must be able to work independently and make sound technical decisions using information at hand.
• Ability to communicate verbally and in written formats with co-workers and business associates in a professional and courteous manner.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to effectively present information and respond to questions from groups of managers, supervisors and end users.
• Ability to adapt to changes in the work environment and external influences such as competing demands; changes approach, scope or method to best fit the situation.
• Able to deal with frequent changes, delays, or unexpected events.
• Ability and desire to undertake self-development activities.

 

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 with a minimum of 2 years of experience installing and troubleshooting Windows operating systems.

 

 

Certifications, Licenses, Registrations:

 

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.

 

 

Other Qualifications and/or Credentials:

 

Basic knowledge of networking infrastructure will be helpful in the ability to do this job effectively.

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.