Desktop Support Technician

ATEC Spine; Carlsbad (CA); On-site; USD 44,000 - 48,000; Full time

Job summary

Alphatec Spine, Inc. is seeking a Desktop Support Technician to deliver broad IT support for Windows and Mac environments and oversee the IT Service Desk. You will install and maintain hardware/software, configure PCs, and assist with imaging and device management using Intune.

The role requires 2–3 years of desktop support, strong communication, and ServiceNow ticketing; certifications (Microsoft Admin, Network, or Security) are a plus. On-site in Carlsbad, CA with occasional overtime.

Qualifications

• Associates degree preferred in information technology or related field.
• 2-3 years desktop support experience and ability to work autonomously.
• Candidate pursuing Microsoft Admin, Network+, or Security+ related certifications encouraged.

Responsibilities

• Installs and maintains hardware and software per standards.
• Identifies and resolves hardware or software issues.
• Troubleshoots systems and networks to identify root causes.
• Opens, assigns, and escalates support tickets in ServiceNow.
• Communicates ticket status to users and documents SOPs.
• Performs adds/moves/changes of computer equipment.
• Provides computer training to employees as requested.
• May require weekend/overtime work occasionally.

Education

Associates degree in information technology or related field (preferred)

Microsoft Administration certification

Network Associate certification

Information Security related certification

2-3 years Desktop Support experience

Experience with IT ticket systems (ServiceNow)

Tools

Intune

ServiceNow

Office 365 Admin

Job description

Under general supervision, the Desktop Support Technician performs broad systems administration and technical support for both stand-alone PC hardware and software and local area networks. They support day-to-day operations including end user devices, peripheral equipment and provides technical oversight of the IT Service Desk.

Essential Duties And Responsibilities

• Installs and maintains hardware and software products and configures PC equipment according to department standards.
• Identifies, evaluates, and corrects hardware, software, or operations problems.
• Troubleshoots and performs steps to identify root cause of unavailable systems or network.
• Opens, assigns, and escalates support tickets based on importance and priority.
• Answers IT Support calls and resolves technical problems.
• Monitors IT support ticket system to ensure proper ticket handling.
• Communicates with customers the status of tickets and problems.
• Documents and implements standard operating procedures.
• Performs adds/moves/changes of computer equipment.
• Performs computer training for employees, as requested.
• May be required to work weekends and overtime occasionally.

Requirements

• Excellent written and verbal communication skills.
• Excellent customer service skills.
• Exceptional interpersonal skills, with a focus on listening and questioning skills.
• Ability to conduct research into issues and products as required.
• Ability to present ideas in business-friendly and user-friendly language.
• Familiarity with desktop imaging software, specifically Intune.
• Experience with Microsoft Windows environment and Office 365 Tenant Administration.
• Experience with Mac computers in a corporate environment, a plus.
• Experience with IT ticket tracking system (ServiceNow).
• Knowledge of current technological developments and trends.
• Demonstrated ability to handle multiple assignments with attention to detail.
• Ability to prioritize and meet deadlines consistently.
• Ability to maintain and secure sensitive/confidential information.

Education And Experience

• Associates degree in information technology, computer science, or related field preferred.
• 2-3 years of successful Desktop Support experience, and the ability to work autonomously.
• Candidate should have achieved or be working toward Microsoft Administration certification, Network Associate-level certification, or Information Security associate-level certification.

Equal Employment Opportunity & Other Disclosures

ATEC is committed to providing equal employment opportunities to its employees and applicants without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, gender expression, or any other protected status in accordance with all applicable federal, state or local laws. Further, ATEC will make reasonable accommodations that are necessary to comply with disability discrimination laws.

For roles based in the United States that require access to hospital facilities, must be eligible for and maintain credentials at all required hospitals, including meeting any applicable physical requirements or vaccination requirements (including the COVID-19 vaccine, as applicable).

At this time, ATEC Spine does not sponsor employment visas for this position. Candidates must be authorized to work in the United States without the need for current or future employer sponsorship.

Salary Range

Alphatec Spine, Inc. complies with state and federal wage and hour laws and compensation depends upon candidate's qualifications, education, skill set, years of experience, and internal equity. $32 - $35 Full-Time hourly rate