Desktop Support Technician Level I
Datum Technologies LLC, Atlanta, GA, United States
Desktop Support Technician Level I
Long Term Contract
Experience:
• Two-year prior Support Center experience, working in a fast-paced environment directly supporting Desktops and Laptops.
• Education: Bachelor's degree or technical institute degree/certificate in Computer
Science, Information Systems, or other related field preferred.
• Proven ability to meet service goals consistently.
• Mac Book experience.
• In-tune Azure experience.
• One-year prior Windows administration and Active Directory experience.
• Microsoft Certified Professional (MCP) and/or Comp TIA Certifications preferred.
Listed below are the key metrics that will be used to measure success of this role:
• Customer Satisfaction
• Time to Close
• Completion of Group Projects
Competencies:
Listed below are the key competencies required to be successful in this role:
• Honesty/ Integrity: Does not cut corners ethically. Earns trust and maintains confidences. Does what is right,
not just what is politically expedient. Speaks plainly and truthfully.
• Intelligence: Learns quickly. Demonstrates ability to quickly and proficiently understand and absorb new
information.
• Attention to Detail: Does not let important details slip through the cracks or derail a project.
• Enthusiasm: Exhibits passion and excitement over work. Has a can-do attitude.
• Organization and Planning: Plans, organizes, schedules, and budgets in an efficient, productive manner.
Focuses on key priorities.
• Calm under Pressure: Maintains stable performance when under heavy pressure or stress.
• Persistence: Demonstrates tenacity and willingness to go the distance to get something done.
• Work Ethic: Possesses a strong willingness to work hard and sometimes long hours to get the job done. Has
a record of accomplishment of working hard.
Responsibilities:
• Cultivate and manage relationships with customers.
• Prioritize work and meet deadlines.
• Support and deploy company desktops and laptops.
• Document resolutions for other teams and team members to use.
• Serve as a point of contact and Subject Matter Expert for the team. Accurately track all work in ITSM for the
benefit of customers and IT.
• Support on-going Device Support projects.
• Be flexible to meet the needs of the team or current project, which sometimes requires nights and
weekends.
• Maintain application packages for deployment through MECM/SCCM and Intune.
• Participate in building Gold image for company desktops/laptops.
• Follow policies and procedures on computer and software deployment and decommissioning.
• Function as a point of contact for incidents and service requests from end users by phone and email.
• Solve problems and be able to present technical information to users with different technical skill levels.
• Communicate effectively with customers, coworkers, and management.
• Configure Apple devices in Airwatch or Intune.
• Configure and troubleshoot various equipment and peripherals, including desktops/laptops, printers, and
more.
• Cross train and assist others when necessary.
• Support and configure the software applications such as email plugins, CRM system, Office 365, Outlook, Edge,
Chrome, timekeeping, customer presentation applications, VPN, and others.
• Employ device management tools in supporting users and requested applications.
• React to change productively and handle other essential tasks as assigned.
• Be an active member of the Device Support Services team.
"All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected
veteran."
Long Term Contract
Experience:
• Two-year prior Support Center experience, working in a fast-paced environment directly supporting Desktops and Laptops.
• Education: Bachelor's degree or technical institute degree/certificate in Computer
Science, Information Systems, or other related field preferred.
• Proven ability to meet service goals consistently.
• Mac Book experience.
• In-tune Azure experience.
• One-year prior Windows administration and Active Directory experience.
• Microsoft Certified Professional (MCP) and/or Comp TIA Certifications preferred.
Listed below are the key metrics that will be used to measure success of this role:
• Customer Satisfaction
• Time to Close
• Completion of Group Projects
Competencies:
Listed below are the key competencies required to be successful in this role:
• Honesty/ Integrity: Does not cut corners ethically. Earns trust and maintains confidences. Does what is right,
not just what is politically expedient. Speaks plainly and truthfully.
• Intelligence: Learns quickly. Demonstrates ability to quickly and proficiently understand and absorb new
information.
• Attention to Detail: Does not let important details slip through the cracks or derail a project.
• Enthusiasm: Exhibits passion and excitement over work. Has a can-do attitude.
• Organization and Planning: Plans, organizes, schedules, and budgets in an efficient, productive manner.
Focuses on key priorities.
• Calm under Pressure: Maintains stable performance when under heavy pressure or stress.
• Persistence: Demonstrates tenacity and willingness to go the distance to get something done.
• Work Ethic: Possesses a strong willingness to work hard and sometimes long hours to get the job done. Has
a record of accomplishment of working hard.
Responsibilities:
• Cultivate and manage relationships with customers.
• Prioritize work and meet deadlines.
• Support and deploy company desktops and laptops.
• Document resolutions for other teams and team members to use.
• Serve as a point of contact and Subject Matter Expert for the team. Accurately track all work in ITSM for the
benefit of customers and IT.
• Support on-going Device Support projects.
• Be flexible to meet the needs of the team or current project, which sometimes requires nights and
weekends.
• Maintain application packages for deployment through MECM/SCCM and Intune.
• Participate in building Gold image for company desktops/laptops.
• Follow policies and procedures on computer and software deployment and decommissioning.
• Function as a point of contact for incidents and service requests from end users by phone and email.
• Solve problems and be able to present technical information to users with different technical skill levels.
• Communicate effectively with customers, coworkers, and management.
• Configure Apple devices in Airwatch or Intune.
• Configure and troubleshoot various equipment and peripherals, including desktops/laptops, printers, and
more.
• Cross train and assist others when necessary.
• Support and configure the software applications such as email plugins, CRM system, Office 365, Outlook, Edge,
Chrome, timekeeping, customer presentation applications, VPN, and others.
• Employ device management tools in supporting users and requested applications.
• React to change productively and handle other essential tasks as assigned.
• Be an active member of the Device Support Services team.
"All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected
veteran."