Desktop Support Technician II

SOUTHWEST TRANSPLANT ALLIANCE; Dallas (TX); On-site; USD 55,000 - 75,000; Full time

Job summary

A leading organization in the field of transplant coordination is seeking a Desktop Support Technician II. This role involves hands-on technical support, troubleshooting of IT issues, and providing exceptional service to ensure smooth operations for both onsite and remote staff. The ideal candidate is experienced in network management and dedicated to maintaining high standards of customer service while coping with a dynamic work environment.

Qualifications

• 2+ years experience with a wide range of networking activities.
• Strong knowledge of network server installation/maintenance.
• Ability to cope with high levels of stress and handle a heavy workload.

Responsibilities

• Manage and maintain computer systems and peripherals.
• Provide help desk support and respond to service requests.
• Troubleshoot technical problems for onsite and remote employees.

Skills

Troubleshooting

Customer Service

Network Management

Technical Support

Education

High School Diploma

Bachelor's degree in MIS, CS, or related field

Tools

CompTIA A+

Microsoft Office

PBX Telephony

Job description

STA's Service Desk team provides both remote and field support. The Desktop Support Technician II is responsible for installing and maintaining basic/advanced computer equipment, software, applications, printers, and peripherals. Troubleshoots advanced issues and provides intermediate support for Service Desk operations. Monitors systems performance, identifies system malfunctions, and responds to alerts. The Desktop Support Technician II is also responsible for first response answering, commenting, and replying to open incidents and service requests in the IT service management solution. Additionally, this position is responsible for software and account management, asset management, and general day-to-day help desk requests, as well as being accountable for interpreting, analyzing, troubleshooting, and resolving advanced technical problems of the computer and telephone systems, including network, email, applications, computer hardware, and PBX phone systems, mobile and office equipment for both onsite and remote employees. Will work closely with the Desktop Support Technician I and provide assistance with escalated requests.

Job Requirements:

1. Required: High School Diploma; Preferred: Bachelor's degree in MIS, CS, or related field

2. Required: 2+ years experience with progressively more responsibility, including a wide range of networking activities.

3. CompTIA A+ certification required.

4. Strong knowledge and experience of network server installation/maintenance, microcomputer hardware/software support, switch configuration, WAN management, and PBX Telephony.

5. Demonstrates experience working with the latest versions of Microsoft Windows, Microsoft Office, and other standard office applications.

6. Demonstrates ability to troubleshoot technical issues and work through to completion.

7. Ability to identify process improvement opportunities.

8. Demonstrates ability and motivation to provide a high level of customer service.

9. Ability to work both independently and as part of a team.

10. Ability to cope with high levels of stress and handle a heavy workload.

11. Ability to meet assigned deadlines.

12. Coach and develop – Mentor others. Establish an environment conducive to continuous feedback.

13. Excellent communication skills are required. Must have the ability to communicate effectively with all levels of personnel and to represent the organization publicly.

14. Ability to travel in light and commercial aircraft or drive his/her personal auto in order to meet all job duties and responsibilities. Current Driver's license required.

Additional Information:

Southwest Transplant Alliance is actively taking precautions to protect our community, staff, and partners during this time of medical emergency due to COVID-19. To be employed with Southwest Transplant Alliance, you MUST be FULLY vaccinated for COVID-19.