Desktop Support Technician

#LI-Hybrid

Overview

Provides Tier 1 technical support for all end-user computing and desktop-based enterprise systems software and other network or locally attached peripheral devices. Frequently works with business users on site. Coordinates Tier 2 support with other IT teams and/or external vendors as needed. Provides support to internal, Field Force users and external project contractors.

Core Responsibilities

• Investigates and resolves Tier 1-1.5 type incidents; processes and manages service requests. Escalates and coordinates services requests with other support staff or management as needed.
• Supports and services all end user office technology (e.g., computing hardware, mobile devices and printers). Administers enterprise desktop management systems. Installs, maintains and supports client technologies. This includes cloud computing technology (i.e., Azure virtual desktop environments).
• Researches and recommends new or enhanced hardware and software.

Skills Qualifications

• Strong oral and written communication skills
• Strong interpersonal and listening skills
• Troubleshooting, analytical and problem-solving skills
• Sound judgment in decision making
• Ownership and accountability for daily operational end user compute support
• Must be able to work relatively independently without managerial supervision
• This role requires in person interaction with our user community (employees, contractors and executives).

• Demonstrated working knowledge of moderately complex to complex hardware software and cloud computing products
• Service Management systems
• Remote support tools (i.e., Bomgar)
• Cloud computing applications (i.e., backup systems, Azure, Adobe Cloud, etc.)
• Active Directory
• Microsoft and Macintosh operating systems (including Apple iOS)
• Microsoft Word, Excel and PowerPoint

Education

Required:

• Associate's degree in computer science
• 3-5 years of IT experience providing technology service and support or equivalent combination of training and experience
• A+, Network+, MSDT or equivalent professional certification

Preferred:

• BS in Computer Science preferred
• A+, Network+; Microsoft Certified Desktop Technician (MCDT) certificate desirable
• ITIL (current) foundations certification

Compensation

The wage range for this role takes into account a broad array of factors that are considered in making compensation decisions, including but not limited to: skill sets; experience and training; licensure and certifications; and other business and organizational needs. The range below applies as long as the work is performed in Connecticut; the Knights of Columbus reserves the right to adjust the wage range if the position is performed in another location. At the Knights of Columbus, it is not typical for an individual to be hired at or near the top of the range for their role, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $78,000 - $132,500.

Physical Demands

Must be able to remain in a stationary position for a majority of the workday.
Capable of lifting items up to 40 lbs

Hybrid Schedule in New Haven, CT

Are you willing to work a Hybrid schedule in New Haven, CT?