Sr. Desktop Technician

Experienced Desktop Technician needed to provide essential support to ensure smooth and efficient IT operations.

Monitor assigned support tickets for assigned locations; troubleshoot and resolve issues 
reported
 Work with Level 3 support and specialized Subject Matter Expects to resolve advanced technical issues.
 Escalate complex issues to the IT Specialist/Manager for the assigned cluster as first point of contact
 Perform support activities including but not limited to:

• Proactively check the status of computer labs & media center computers on a daily basis
• Maintain, update, and troubleshoot interactive whiteboards, panels, digital signage devices and projectors to ensure that they are functional.
• Ensure “test readiness” for standardized tests through updating carts and lab equipment
• Troubleshoot and/or replace Kronos hardware
• Maintain and troubleshoot location Marquee signs
• Troubleshoot and resolve minor wireless and network issues
• Install OS updates and patches on Apple, Chromebooks, and Windows based PC devices
• Install, configure, and support printing devices.
• Maintain accurate asset assignment in Nimbus and Incident IQ.
• Maintain work areas and workspaces, including MDF/IDF closets
  Coordinate removal of obsolete equipment as required
• Assist with deployment of new equipment
• Check monitoring tools for any school outages (wireless AP, switches, kronos clocks)
   Provide support for IT projects and AV events in the assigned schools
• Document all work performed (and steps to resolve issues) at all times within ticketing system for audit or knowledgebase purposes
• Record and submit checklists or other documentation as required for upward reporting and 
  accountability
• Attend mandatory monthly professional development meetings
• Retrieve parts or other items needed to resolve issues from the APS IT Warehouse
   Other duties as assigned.

Requirements

Qualifications

•  3+ years of work experience minimum.
• A+ Certification.
• Strong customer service skills.
• Strong oral and written communication skills.
• Proficient in understanding network infrastructure and wireless support.
• Prior experience with Desktop support is a MUST.
• Microsoft Windows certification is a plus.
• ITIL experience/certification is a plus
• Must have clean criminal record with the ability to pass fingerprint background check.
• Must be authorized to work in the United States.
• Must hold a valid driver’s license and dependable personal vehicle.

Personal Attributes:

• Must be punctual, present and visible throughout the workday
• Creative, curious, analytical, enthusiastic and display strong attention to detail
• Ability to work independently and effectively on tight deadlines, as necessary
• Excellent command of English language
• Exceptional customer service skills, including the ability to interact professionally with a 
  diverse group of customers
• Positive and productive team player
• Desire to learn new skills as technology evolves

Education

Minimum of Associate degree (preferred)

 3+ years of experience in field tech support. Equivalent combination of education and experience will be considered.