Desktop Support Technician

Description
Company
SDI Presence LLC is an IT managed services provider (MSP) and consultancy that leverages its strong team presence to advance our clients to a secure digital enterprise. With a 20-year corporate resume, SDI delivers strategic managed services, IT consulting, and hybrid infrastructure solutions to optimize our clients' technology environments. SDI is a certified Minority Business Enterprise (MBE), with a portfolio of clients that includes some of the nation's largest airports, utilities, commercial real estate portfolios, and government agencies. SDI delivers a deep technical presence through a local delivery model to achieve customer confidence and success. Visit us at www.sdipresence.com and connect with us on Twitter and Instagram
Although we list out what we generally look for in this job description, we are very likely missing other attributes and skills that you have that could make you a great fit but are not currently listed. The point we're getting at is it doesn't hurt to take a chance and apply!
Summary
The Desktop Support Technician will be installing, configuring, troubleshooting, and maintaining the Microsoft Windows desktop and notebook computers and peripherals. The Desktop Support Technician will report to the Operations Manager and team lead and will work closely with other members of the technology department to support all end users. This role will either be a field position or on-site every day from 8AM-5PM at CTA HQ - 567 W. Lake St. The role has a rotational on-call schedule once a month. On a rare occurrence, may need to use personal vehicle on a weekend or evenings. A valid Driver's License and completed drug screen is required.
Responsibilities

• Respond to new IT Support incidents, prioritize, and document issues and resolutions
• Respond to tickets and complete detailed responses in ticketing system
• Provide after-hour & weekend support and 24x7x365 in an SLA governed environment Hardware/Desktop Repairs, replacements, and basic software configuration such as OS installations and driver configurations
• Configuring/Installing email clients, MS Office, and other software applications
• Installation and configuration of printers
• Troubleshooting end-user problems with various desktop/laptop issues
• Removing threats (virus, malware, etc.)
• Tracking assets, and documenting software purchases
• Basic network configurations in Windows (DHCP configuration versus static IP addresses)
• Work with the Windows Support Team Lead in handling other miscellaneous IT projects

Requirements

• Basic knowledge of desktop hardware, and the ability to install or replace hard drives, additional PCI cards, power supply units, RAM, and/or optical drives
• Solid understanding of how to install the Windows OS (10, 11) and configure with necessary drivers
• Familiar with Active Directory
• Familiar with SCCM remote tools
• Familiar with Cisco AnyConnect for VPN
• Must be familiar with antivirus tools and have an understanding of how to use malware/spyware scanners and removal tools
• Basic knowledge of Adobe Acrobat and Microsoft Office Suites (e.g. manipulating spreadsheets, setting up Outlook calendar invitations, PowerPoint slideshows, etc.)
• Must be able to work with other employees to provide support in a timely, and friendly manner
• Strong multitasking skills (e.g., starting a hard drive image, and while that runs installing drivers on a printer or performing other documentation procedures)
• The ability to work both autonomously and as a member of a team
• Driver's license required
• Access to a personal vehicle a plus to travel to satellite facilities after hours while on-call

Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
COVID-19 Vaccine Statement
This position will be required to disclose their COVID-19 vaccination status.
Equal Opportunity Employer Statement
SDI Presence is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.
This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. SDI Presence makes hiring decisions based solely on qualifications, merit, and business needs at the time.
Staffing Firms
SDI Presence does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between SDI Presence and the recruitment agency or party requesting payment of a fee.