Desktop Support Technician

L3Harris; Fort Wayne (IN); On-site; USD 45,000 - 70,000; Full time

Job summary

Join a forward-thinking company as a Desktop Support Technician, where you will provide vital hands-on support to end users, ensuring smooth IT operations. This role involves troubleshooting technical issues, managing IT inventory, and collaborating with various IT teams to enhance service delivery. Ideal candidates will possess strong problem-solving and communication skills, along with a solid understanding of operating systems and hardware. This position offers the opportunity to work in a dynamic environment, contributing to the continuous improvement of IT services while maintaining high standards of customer satisfaction.

Qualifications

• 6 years of experience with a High School Diploma or 2 years with a post-secondary degree.
• Certifications like ITIL V3 Foundations, A+, Security+, or Network+ are preferred.

Responsibilities

• Provide hands-on support to end users and resolve technical issues.
• Configure and deploy desktop systems, ensuring usability and performance.
• Collaborate with IT teams to diagnose and resolve issues.

Skills

Problem-solving

Communication

Troubleshooting

Operating Systems Knowledge

Hardware Knowledge

Software Knowledge

Education

High School Diploma

2-year Post-secondary Degree

Tools

IT Service Management tools (Remedy, ServiceNow)

Job description

Job Title: Desktop Support Technician

Job Code: CHQ20231306-102354

Job Location: Fort Wayne, IN

Job Schedule: Employees work 9 out of every 14 days – totaling 80 hours worked – with every other Friday off

Job Description

The Desktop Support Technician provides hands-on support to end users, resolving technical issues, and ensuring smooth IT operations. Responsibilities include troubleshooting, documenting support requests, hardware and software upgrades, and collaboration with IT teams. The ideal candidate possesses strong problem-solving and communication skills, with advanced knowledge of operating systems, software, and hardware.

Essential Functions

1. Prioritize and resolve on-site IT issues and escalations.
2. Adapt quickly in fast-paced environments.
3. Configure and deploy desktop systems, including imaging and maintaining image libraries.
4. Ensure the usability and performance of desktop hardware and software.
5. Document support requests and communicate via help desk systems.
6. Manage IT inventory and work with vendors for hardware/software issues.
7. Collaborate with Network, Server, and Applications teams to diagnose issues.
8. Support network closets and server rooms in coordination with service providers.
9. Work with IT departments to resolve customer support needs.
10. Diagnose and resolve unique problems independently.
11. Meet SLAs and leverage best practices for customer satisfaction.
12. Report potential risks to IT leadership promptly.
13. Contribute to continuous improvement of IT services.
14. Maintain clear communication with end users and leadership.
15. Ability to obtain a U.S. Security clearance.

Qualifications

• HS Diploma or equivalent with 6 years of experience, or 2-year post-secondary degree with 2 years of experience.

Preferred Additional Skills

• Certifications such as ITIL V3 Foundations, HDI, A+, Security+, or Network+.
• MCDST certification or equivalent experience.
• Knowledge of IT Service Management tools like Remedy or ServiceNow.
• Detail-oriented, organized, with strong troubleshooting skills.
• Excellent communication and interpersonal skills.
• Ability to work independently and meet deadlines.
• Ability to build professional support relationships.

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About the company

L3Harris Technologies is a global aerospace and defense technology company delivering mission-critical solutions across various domains.