IT Support (Desktop Administration)

Purpose Statement: This position is responsible for providing IT service excellence for our internal customers as well as management of site computing equipment, including but not limited to laptops, desktops, thin clients, printers, and computer interfaces to equipment as applicable.

Key Responsibilities

• Provide onsite and remote IT support for employees and executives.
• Troubleshoot hardware, software, Windows OS, printers, and other IT equipment.
• Install, configure, and maintain desktops, notebooks, software, and peripheral devices in accordance with plexus policies and regulations
• Prepare and support IT equipment for new hires, employee transfers, and offboarding.
• Manage incidents and service requests through the IT ticketing system while meeting service levels (SLA).
• Escalate complex technical issues to Infrastructure, System Administration, Application teams, or external vendors.
• Support meeting room technology, video conferencing equipment, and company events.
• Travel to company sites to provide IT support when required.
• Prepare and maintain IT-related documentation and records.
• Maintain IT asset inventory records.
• Support IT projects and system improvement activities.
• Coordinate with vendors and related departments.

Education/Experience Qualifications:

• Bachelor’s Degree with 2 or more years of related experience is preferred. An equivalent combination of education and/or experience will be considered.
• Bachelor's degree in Information Technology, Computer Science, Computer Engineering, or related fields.
• Minimum 3 - 5 years of experience in IT Support or related fields.
• Experience Windows 11 and Windows Server
• Knowledge of computer hardware, software installation, and troubleshooting
• Familiar with Windows operating systems and endpoint management
• Strong analytical and problem-solving skills
• English is a must

Other Qualifications:

• Intermediate level computer skills
• Intermediate level decision making and problem-solving skills
• Intermediate verbal and written communication skills
• Ability to write detailed correspondence, journal task progress, problem resolutions, and technical procedures
• Ability to effectively present information verbally in one-on-one and small group situations to customers, clients, and other employees of the organization
• General office equipment and materials

Physical Requirements:

• Professional office environment with suitable lighting, comfortable temperatures, and low noise level. May require prolonged periods of sitting at a desk, using a computer, and other office equipment. Minimal physical activity is generally involved, emphasizing the importance of good posture and ergonomic workplace arrangements.