Desktop Support Specialist

Software Technology Inc.; Boise (ID); On-site; USD 50,000 - 70,000; Full time

Job summary

A technology services company in Boise, Idaho is seeking an IT Support Specialist to provide responsive support and troubleshoot end-user computing issues. The ideal candidate has three years of IT support experience, a preferred Bachelor’s Degree, and strong skills in Microsoft 365 and customer service. Responsibilities include hardware installation, user onboarding, and data migration. The position may require travel throughout Idaho and emphasizes collaboration with IT and court staff.

Qualifications

• Three years of IT support experience required.
• Experience migrating end user emails and documents to Outlook and OneDrive.
• Ability to travel throughout the state as needed.

Responsibilities

• Provide IT support to users and troubleshoot various issues.
• Perform installation and configuration of desktop/laptop hardware.
• Coordinate customer data migration from decommissioned devices.

Skills

Onboarding new users to Microsoft 365

Troubleshooting Windows Active Directory

Basic network configuration

Providing excellent customer service

Communicating effectively

Education

Bachelor’s Degree preferred

Tools

Microsoft 365

Windows 10

Microsoft Office 2016

Job description

Major Duties and Responsibilities

• Understands court processes to ensure that problem solutions match user needs in an appropriate manner.
• Work closely with IT leadership and district court leadership to prioritize daily tasks and projects while providing responsive and timely end-user customer support.
• Performs installation, configuration, and troubleshooting of standard user desktop/laptop computing hardware, printers and peripheral devices in accordance with IT procedures.
• Coordinates and/or migrates customer data and information from decommissioned devices to new equipment.
• Installs, configures, and maintains software on mobile devices.
• Works with IT colleagues to assist in coordinating equipment shipments and receivables as well as processing surplus equipment in accordance with Court procedures.
• Informs inventory system by keeping up-to-date and accurate records of serialized asset information.
• Works closely with court staff and local administration with office moves, adds, and changes as required.
• Corresponds with users and staff concerning issue status, resolution, and task completion.
• Escalates issues are to other members of the technical services team as appropriate.
• Collaborates with IT staff to test, troubleshoot and validate new hardware and applications.
• Attends meetings as required.

Education and Experience

• Three years of IT support experience.
• Bachelor’s Degree preferred.

Knowledge, Skills, and Abilities

• Experience onboarding new users to Microsoft 365, with emphasis on Sharepoint, OneDrive, and Outlook as well as answering general user questions;
• Experience migrating end user emails and documents to Outlook and OneDrive;
• Experience with troubleshooting and maintaining Windows Active Directory users, computers and policies, preferred;
• Experience troubleshooting with Microsoft Windows 10;
• Experience troubleshooting Microsoft Office 2016, including exporting/importing mail, calendar and contacts;
• Experience with basic network (wired and wireless) configuration and troubleshooting including ping and trace route, preferred;
• Knowledge of court processes and court information systems preferred;
• Skill in providing excellent customer service;
• Ability to travel throughout the state as needed;
• Ability to communicate effectively verbally and in writing;
• Ability to understand impacts of software, system, or application changes on customers;
• Ability to prioritize and address customer questions and trouble tickets based on customer needs and impacts;