Desktop Technician 1

GCI's Desktop Technician I will be  responsible for providing local and remote company employees and contractors with technical support for their desktop hardware, software, and operating system requests and issues.

Design, develop, test, and implement IT solutions that benefit company business improving processes, applications, and utilities, while providing local and remote employees and contractors with technical support for desktop hardware, software, and operating system issues following documented established procedures.

• ACCOUNTABILITY- Takes ownership for actions, decisions, and results; openly accepts feedback and demonstrates a willingness to improve. Actively pursuing training and development opportunities to enhance technical skills and knowledge base.
• BASIC PRINCIPLES - Interacts with people in a way that builds mutual trust, confidence, and respect; adheres to GCI’s Code of Conduct for Employees – the Basic Principles.
• COMPLIANCE - Follows internal controls; protects confidential information; abides by GCI’s Code of Business Conduct & Ethics.
• CUSTOMER FOCUS - Demonstrates commitment to service excellence; gives high priority to customer satisfaction.
• RELIABILITY - Consistently follows through on assigned tasks as expected; demonstrates timely attendance at meetings, training, and other work obligations.
• RESULTS - Uses a combination of job knowledge, initiative, sound decision making, innovation, adaptability, and problem solving. The ability to multi-task and adapt to multiple changing priorities is essential.
• SAFETY & SECURITY - Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable Security policies and procedures.
• Proficient computer skills and MS Office knowledge (e.g., Outlook, Teams, Word, Excel) to complete job duties effectively, such as using the company intranet and to accurately retrieve and input information into database or equivalent.
• COLLABORATION - Works effectively with others to accomplish common goals and objectives; maintains positive relationships even under difficult circumstances. Ability to build and maintain effective working relationships with customers, management staff, and peers.
• COMMUNICATION- Conveys thoughts and expresses ideas appropriately and professionally.
  • Strong interpersonal and communication abilities, both written and verbal, while communicating with technical and non-technical customers. 
  • Excellent documentation and organizational skills. 
  • Excellent active listening and problem-solving skills with the ability to analyze, troubleshoot and resolve user’s problems utilizing unified communications tools and in person.
• Installation and configuration of recent and current Windows OSs, Mac iOs, Intel-based desktop, laptops, and mobile devices, IP-based wired and wireless networks, MS Office Applications, ticketing applications, and Point-of-Sale systems.
• Apple OS and iOS app support, upgrades, and general troubleshooting. 
• Utilizing JAMF environment to include installations, configurations, and recovery solutions.
• Software and hardware deployment tools required for developing and deploying images in an enterprise-wide environment.
• Setup and configure local and network-attached devices. 
• Knowledge of industry standards for network wiring, wireless networks, and installation and maintenance procedures of computer systems’ hardware and software.
• Knowledge of remote access tools such as Beyond Trust Remote Support/Bomgar used to remediate and coordinate remote computer issues and software installs.

Level Definition

Position Title: Desktop Technician I

Grade: T05

Additional Job Requirements:

This is an entry level position within the IT desktop career path. Must have a basic understanding of telecommunications; provide employees and contractors with technical assistance with computer hardware, software, and Operating System configurations and issues. Provide technical assistance in person, remotely, and via unified communications methods. Working under close supervision will execute basic troubleshooting, analyzing and resolution for computer hardware and software support issues.

• Work with internal employees and external contracting customers in analyzing, troubleshooting, and resolving computer hardware and software support issues.  
• Image and deploy desktops, laptops, and mobile devices as needed for new hires, local and remote repairs, and upgrades, providing users with informal training on computer applications and hardware best practices, and provide customer service from front counter.
• Update status and/or resolve Tier II support tickets according to priority in the Cherwell and JIRA ticketing systems, documenting root cause and detailed resolution as work is performed.
• Utilize standard diagnostic tools to troubleshoot and resolve issues with Windows and MAC iOS computers, mobile devices, network connections, point of sale systems, printers, and IP phones.
• Maintain current Desktop Services SOPs (Standard Operation Procedures), and regularly update any changes through the Knowledge Support Center using enterprise knowledge article repositories.
• Prepare equipment for shipping and warehouse pickup.  Receive, document and inventory incoming packages.

Minimum Qualifications:

Required: 

• High School diploma or equivalent.
• Minimum two (2) years of experience in technical customer support, desktop users with hardware and/or software applications.

Preferred: 

• Associate degree in information technology/Systems, Computer Science, Communications, electronics, telecommunications or related.
• Telecommunications experience.  
• CompTIA A+ or CompTIA Network+ 
• ITIL Foundations/ACSP/MCP/MCDST/HDI-DST
• Other telecom industry or job specific certifications. 

DRIVING REQUIREMENTS:   

• This position may require access to reliable transportation for occasional travel between retail store locations, offices, worksites, or other locations as needed. 

• Work is primarily sedentary, requiring daily routine computer usage.
• Ability to work shifts as assigned, work in standard office/home office setting, and operate standard office equipment.
• Ability to accurately communicate information and ideas to others effectively.
• Physical agility and effort sufficient to perform job duties safely and effectively.
• Ability to make valid judgments and decisions.
• Available to work additional time on weekends, holidays, before or after normal work hours when necessary. 
• Must work well in a team environment and be able to work with a diverse group of people and customers. 
• Virtual workers must comply with remote work policies and agreements.