Share Email Opening Title Desktop Support Technician  Description Summary The Desktop Support position provides technical assistance for onsite employees as well as a remote workforce in supporting a Windows 10 environment. Responsibilities include, but are not limited to hardware\software installation, image creation and deployment, troubleshooting of desktop and laptop computers, account creations and maintenance as well as some networking. The candidate must be reliable and friendly and be able to work collaboratively in a team environment. Candidate must also have 3+ years of experience working in a technical support role.   Essential functions Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. Provide technical support and troubleshooting for desktop hardware and software issues both in person and over the phone. Install, configure, and maintain desktop operating systems and applications for employees.  Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications. Set up and configure user accounts and permissions. Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support. Image new computer hardware in preparation for deployment to end-user, install and update computer software. Support key ( Artiva ) application which is our CRM. Collaborate and escalate within the IT team to determine and resolve problems in a timely manner. Manage helpdesk ticketing system, provide regular updates to users. Manage requests to meet business SLA’s   Position Requirements Competencies Computers and Electronics — Knowledge of Windows 10, MS Office 0365, Active Directory and Manage Engine (or equivalent Help desk application) Complex Problem Solving — Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions. Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Time Management — Managing one's own time and the time of others. Systems Analysis — Determining how a system should work and how changes in conditions, operations, and the environment will affect outcomes. Strong customer service skills with the ability to communicate technical information to non-technical users.   Work environment Federal contractor call/contact center   Working from home Requirements: This role might support occasional remote work   Physical/Mental Demands Physical Demands - While performing the duties of this role, an employee is frequently required to sit, talk, or hear, in person and by telephone; use hands to operate standard office equipment; reach with hands and arms. The employee is occasionally required to stand and walk and to lift and carry reports and records weighing up to 20 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus. Mental Demands - While performing the duties of this role, employees are regularly required to use written and oral communication skills; read and interpret data, information, and documents; analyze and solve problems; observe and interpret situations; learn and apply new information or skills; perform highly detailed work on multiple, concurrent tasks; work under intensive deadlines; and interact with vendors and staff in the course of work.   Required Education and Experience 3-5 + years working within a Desktop Support environment. Solid understanding of Networking LAN/WAN. Experience supporting VOIP environments in terms of troubleshooting network backbone components through to softphones desired. Experience with help desk software and remote support tools. Proficiency in troubleshooting desktop hardware and software issues. Understanding of firewall concepts and network security principles. Hardware – Desktops, Laptops, Multifunctional Network Printers, VOIP phones. Software – Microsoft Windows 10, Microsoft Office Products 2013-365, Microsoft Active Directory.   Security Clearance Requirements Must be able to pass Federal background screening and/or state level criminal background screening.   This job description provides the basic requirements for this role and may include additional functions not listed.   An Affirmative Action / Equal Opportunity Employer F.H. Cann provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. As a Federal Contractor, we encourage priority referral of protected veterans under VEVRAA. F.H. Cann provides reasonable accommodation for individuals protected by section 503 of the Rehabilitation Act of 1973, VEVRAA and the ADA.   If you need accommodation as part of the employment process, please contact Human Resources at hr@fhcann.com. If you want to view the EEO is the Law poster, please choose your language: English Spanish If you want to view the EEO is the Law Supplement poster, please choose your language: English Spanish If you want to view the Pay Transparency Policy Statement, please click the link: English Spanish   Full-Time/Part-Time Full-Time   EOE Statement F.H. Cann & Associates Inc. provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, handicap, veteran status and all other applicable protected classes. As a Federal Contractor, we encourage priority referral of protected veterans under VEVRAA. F.H. Cann & Associates Inc. provides reasonable accommodation for qualified individuals protected by section 503 of the Rehabilitation Act of 1973, VEVRAA and the ADA in accordance with applicable law. If you need accommodation as part of the employment process, please contact Human Resources at hr@fhcann.com.   Division Corporate   Exempt/Non-Exempt Non-Exempt   Location Exeter   Category Information Technology   Shift Various Shifts   Position Desktop Support Technician   Req Number INF-24-00001   Open Date 1/9/2024   This position is currently not accepting applications. 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