Desktop Technician

The Helpdesk Technician is responsible for helping across several key IT support functions, including handling end-user support inquiries, managing the onboarding and offboarding processes, overseeing asset and printer management, and maintaining accounts. This role demands a proactive individual capable of autonomously addressing office-based user needs, while also adeptly juggling tasks to support remote users or those at different sites.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES: 

End-User Support Responsibilities:

• Address and resolve a wide range of support requests, ensuring timely and effective solutions.
• Provide comprehensive support for operating systems, software, and hardware, including Windows 11 and Office 365.
• Offer desk and mobile phone support, diagnosing and troubleshooting any arising issues.
• Manage licensing and facilitate the procurement of software and hardware as required.
• Oversee the installation and management of printers and scanners, ensuring they are properly configured for user needs.
• Support the logistics of physical office relocations and the setup of end-user workstations.
• Possess a solid understanding of TCP/IP network infrastructure, with the ability to configure end-user network settings and resolve related issues.

New Employee Onboarding Responsibilities:  

• Assess and identify the equipment and licensing requirements for all new employees joining Stream.
• Upon receiving approvals, initiate the creation of Purchase Orders (POs), tickets, and tasks to facilitate the procurement of necessary equipment and software licenses.
• Handle the administration, creation, and management of user accounts in Active Directory and Office 365, ensuring new employees have access to essential resources.
• Keep a precise and up-to-date inventory of all assets distributed to employees, ensuring accountability and efficient resource management.

Employee Offboarding Responsibilities:

• Immediately disable all forms of user access, including email, software licenses, physical access fobs, and any other related privileges, ensuring a secure offboarding process.
• Collect all company-issued equipment from the departing employee.
• Conduct a comprehensive backup of all pertinent data, followed by a thorough cleanup of the computer systems to remove personal or sensitive information, and then update the asset inventory to reflect the changes.

Asset Management:

• Diligently monitor and document the inventory of computers and other technological assets to ensure accurate tracking.
• Oversee the reception of new computer equipment, preparing and deploying these assets to the appropriate users or locations.
• Generate detailed asset reports for each physical location and business entity, providing insights into the distribution and status of technology resources.

QUALIFICATIONS:

• A Bachelor's degree or an equivalent qualification from an accredited university or trade school.
• 3-5 years of experience in providing technical support within a department, demonstrating a solid understanding of IT operations.
• Exceptional verbal and written communication skills, capable of effectively articulating technical concepts to a non-technical audience.
• Highly organized with the ability to manage multiple tasks and priorities efficiently.
• Skilled in technical writing, able to document processes, procedures, and guidelines clearly and concisely.
• Proficient in Microsoft Office applications (Word, Excel, PowerPoint, Outlook) and mobile applications, demonstrating a strong grasp of these essential tools.
• Experienced with a variety of technology solutions, including software, hardware, and subscription-based services, indicating a broad technical competency.
• Excellent troubleshooting abilities, essential for diagnosing and resolving complex technical issues promptly.
• A proactive self-starter who is motivated to take initiative and contribute positively to the team environment.
• A+ certification, Network+, or Microsoft (MS) certification is preferred, underscoring a formalized knowledge base in IT fundamentals.

The pay range for this role is between $50,000 - $60,000 (base). Individual compensation packages are based on various factors unique to each candidate, including skill set, experience, qualifications, location, and other job-related reasons. Stream Data Centers offers annual bonus, benefits, flexible time off (vacation), 401k and a variety of other perks and benefits.

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Stream is an equal-opportunity employer and does not discriminate on the basis of ethnicity, race, religion, sex, age, national origin, disability, military status, or any other reason prohibited by law. Note: Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.