Desktop Administrator II

Job Summary

Acuity International is seeking a skilled Desktop Administrator II to join our team. As a key member of our IT department, you will be responsible for administering day-to-day operations of local Personal Computer systems, providing integrated support, maintenance, upgrade, and repairs of all computers as required.

Key Responsibilities

• Installs computer hardware and software, including memory, SSDs, operating systems, Microsoft 365, and other required accessories and applications for clients and servers.
• Configures Windows, virtual private network (VPN), and local area network (LAN) access.
• Responds to help desk tickets entered through the company's ticketing system.
• Imaging PCs.
• Resolves Tier II escalation tickets by troubleshooting IT hardware and software issues, including laptops, desktops, tablets, mobile devices, shared folders, and VPN issues.
• Transports I.T. equipment and supplies to and from company locations, as needed.
• Provides remote phone, desktop, and written support to end-users.
• Assists in or performs job site computing, internet, telecommunications, wireless, and A/V set-ups, as needed.
• Provides routine maintenance and support of company equipment, telecommunications, and internal network connections.
• Practices and uses Safety/QA/QC/OSHA best practices when performing duties.
• Troubleshoots and resolves moderately complex hardware and software problems.
• Maintains room organization, including hardware and software inventories.
• Assists in the management/maintenance of help desk tickets and supporting documentation.
• Provides hardware and software training to end-users.
• Assists in the support of the company's mobile devices.
• Will need to be team-oriented and have excellent verbal and written communication skills.

Requirements

• A minimum of 2 to 4 years of experience working in an Enterprise setting as a Desktop Technician.
• Beginner's MS Technology Certification.
• Strong customer service skills.
• Considerable knowledge of Windows 10 desktop operating system, including operation and troubleshooting.
• Proficient with MS Office products.
• MacOS knowledge a plus.
• Advanced application and hardware troubleshooting and problem resolution experience.
• Excellent oral and written communication skills in both technical and non-technical environments.
• Strong analytical and problem-solving skills.
• Strong detail orientation, follow-through capabilities, and escalation of key issues.
• Ability to work with diverse personalities within various levels of the organization.
• Ability to work in a team-oriented, collaborative environment.
• Ability to manage multiple issues at one time.
• Ability to follow documented operational procedures and independently organize, prioritize, and follow-up on tasks in a high-pressure environment.
• Work effectively in a dynamic environment where shifting priorities frequently alter work plans.
• Highly self-motivated and directed with a desire to learn.
• Must have a good command of the English language to provide effective phone, desk-side, and email support.

Physical Requirements and Work Conditions

• Physical ability to lift up to 40 lbs. and maneuver in tight spaces.
• Must be able to work in a variety of physical positions, such as sitting, squatting, standing, walking, climbing, etc.