Desktop Support Technician (Onsite/Not Remote)

POSITION SUMMARY

The purpose of this position is to serve as the first point of contact for end-users seeking technical support related to workstations, software, applications, or other equipment via a Helpdesk ticketing system. Participate in the testing and evaluation of new hardware and software. Support mobile and remote workforce requests for assistance. Document solutions to problems and develop end-user guidelines.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Respond to tech inquiries via Service Desk Portal, email, online chats, phone, or in person.
• Follow up with customers to ensure satisfactory service.
• Perform computer hardware, software and peripheral setup, installation, and configuration (i.e. monitors, keyboards, etc.).
• Provide new employee technology orientation and set-up.
• Perform preventive maintenance.
• Utilize workstation imaging software to streamline workstation deployment.
• Coordinate with facility staff for the installation, configuration, maintenance, and ongoing support of printers/Scanners.
• Respond to incidents concerning computer operation and apply troubleshooting principles and techniques to diagnose hardware, software, and other problems.
• Enter status and completion information for assigned tasks.
• Perform troubleshooting of connectivity problems with LAN connections, Wi-Fi, or VPN connections.
• Assist with hardware asset inventory control assessments.

SUPERVISORY RESPONSIBILITES

This job has no supervisory responsibilities.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

Entry - 0 to 3 Years

Mid - 3 to 7 Years

Senior - 7+ Years

• Familiarity or experience with VPN configuration and troubleshooting experience.
• Familiarity or experience with Windows and/or Linux operating systems.
• Basic understanding TCP/IP network concepts and Ethernet switch configuration.
• Familiarity or experience with Office 365.
• Familiarity or experience with Microsoft Active Directory.
• Familiarity or experience with Network cabling 
• Proficiency in common business software (Word, Excel, Power Point, Outlook, & SharePoint).
• Help Desk or related experience (Preferred).

ADDITIONAL REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

• Ability to develop and maintain positive working relationships with internal and external customers.
• Excellent written and verbal communication skills with the ability to adapt communication style and messaging to different audiences.
• Ability to manage multiple priorities simultaneously, ensuring stakeholder expectations are managed appropriately.
• Ability to work in a project-oriented, fast paced environment to meet deadlines.
• Ability to work well both independently and in team environment.
• Committed to providing excellent customer service.
• Open mind to constructive feedback.
• Eager to learn new technologies and systems and share knowledge.
• Represent ASI with pride, professionalism, and integrity.

EDUCATION AND CERTIFICATION REQUIREMENTS

• High School Diploma (Required)
• Security+ CE certification, or the ability to achieve certification within six months -or- other technical certification or equivalent experience (Preferred)
• Associates degree with a computer major or bachelor’s degree (Preferred)

EMPLOYMENT REQUIREMENTS

• Ability to work on-site. This is not a remote position.
• Ability to work occasional after-hours work and/or overtime as required for urgent issues or project deadlines.
• Due to contractual requirements must be a United States Citizen.
• Required to communicate in English
• Must be able to obtain and maintain an active Department of Defense security clearance. Employee/selected candidate will be subject to a government security investigation and must meet eligibility requirements for access to classified information (as required)
• ASI is a Drug Free Workplace where applicants and employees are required to successfully pass pre-employment and Random drug testing.

PHYSICAL REQUIREMENTS/WORK ENVIRONMENT

• The physical requirements and working conditions listed below are representative of those required on the job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties and responsibilities.
• Typical office environment requiring the use of typical office equipment (e.g., computers, phones, etc.). Computer keyboarding, computer monitor and mouse use including reaching forward, grasping, finger and wrist manipulation, and neck bending and turning; near vision is necessary for computer monitor use. 
• There may be extensive periods requiring the use of computer terminals to accomplish work objectives. 
• Bending, standing, walking, crawling under desks or behind furniture may be required.
• Lifting of laptop and other computer equipment, files and/or personal belongings weighing 50 lbs. or less may be required/
• Work is primarily performed in an office environment consisting of offices and cubicles with low to moderate noise and bright or dim lighting. 
• The work is fast-paced and sometimes involves extreme deadline pressures. 
• The nature of the work requires a high degree of teamwork and cooperation with other members of the staff as well as external customers.

Note: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications that are required of the employee for the job. Duties, responsibilities, and activities may change at any time with or without notice.

The following policies apply to all areas of employment, including recruitment, hiring, training and development, promotion, transfer, termination, layoff, compensation benefits, social and recreational programs, and all other conditions and privileges of employment in accordance with applicable federal, state, and local laws.

Candidate Reasonable Accommodation

Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify Aero simulation, Inc. by e-mail at [email protected] or by calling directly at 813-867-4447.

ADA Policy

It is the policy of ASI to comply with all the relevant and applicable provisions of the Americans with Disabilities Act (ADA) and its Amendments. ASI will not discriminate against any qualified employee or job applicant with respect to any terms, privileges, or conditions of employment because of a person's physical or mental disability. ASI also will make reasonable accommodation wherever necessary for all employees or applicants with handicaps, disabilities, provided that the individual is otherwise qualified to safely perform the duties and assignments connected with the job and provided that any accommodations made are not an undue hardship for ASI.

Equal Employment Opportunity

ASI is proud to be an Equal Employment Opportunity and Affirmative Action employer dedicated to attracting, retaining, and developing a diverse and inclusive workforce. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, domestic/civil partnership or marital status, national origin, disability, status as a protected veteran or any other characteristic protected by law. We strive for everyone to be valued, connected, and empowered to reach their potential and contribute their best.

E-Verify

ASI is proud to be an E-Verify employer. E-Verify is an internet-based system that compares information from an employee's Form I-9, Employment Eligibility Verification, to data from U.S. Department of Homeland Security and Social Security Administration records to confirm employment eligibility.

Pay Transparency Policy Statement

ASI will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise, have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the legal duty to furnish information.