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Desktop Computer Support Technician

Ted Pella, Inc. is seeking candidates for a full-time Desktop Computer Support Technician to join our team of IT professionals in support of our daily business operations. The Desktop Computer Support Technician’s primary role is to provide lifecycle computer hardware, software and peripheral management for company end-users, as well as front-line support to end users on various technical issues. This position reports to the IT Manager.

Duties & Responsibilities:

  • Process customer orders via the web, email, fax, and by telephone.
  • Provide exceptional user experiences through customer focused support.
  • Serve as the primary technical contact for the installation, configuration, and ongoing usability of desktop/laptop computers, peripheral equipment, printers, copiers, VOIP desk phones, mobile devices, and client-side software within established standards and best practices.
  • Identify, evaluate, prioritize, remediate, and maintain ownership of customer problems to ensure that issues are resolved appropriately.
  • Provide support and maintenance of the business phone, voicemail and UC systems.
  • Perform desktop moves, additions, and changes as requested by management.
  • Resolve and/or refer more complex technical problems through a defined escalation process to ensure that issues are resolved in a timely manner.
  • Work with vendor support contacts to resolve technical problems with computing equipment and software.
  • Collaborate with approved IT suppliers to maintain support contracts as they relate to the desktop computing environment.
  • Generate, document, and communicate the status of support requests using a service management system.
  • Assist with IT related projects as assigned by the IT Manager. Work with your team in IT, and other members of the business to see to them to completion.
  • Evaluate functional IT needs to determine specifications for purchases, work with the IT Manager to obtain approval, and the procurement staff to acquire new equipment.
  • Maintain an inventory of all IT assets as it pertains to the desktop computing environment.
  • Assist in training new and existing users on the proper use of IT resources.
  • Other duties as assigned.

Job Requirements:

  • An AA degree in information technology or related field is preferred, or the equivalent combination of education, training and experience.
  • Minimum of 3 years of experience in diagnosing, troubleshooting, repairing, and building desktops, laptops, and peripherals.
  • Previous experience with client network connectivity and protocols, including Ethernet, TCP/IP, DNS, DHCP, 802.11 and POTS.
  • Previous experience installing, imaging, configuring and maintaining desktop operating systems, including Windows 7 and 10.
  • Previous experience installing, configuring and supporting desktop applications, including Microsoft Office 2010 and 2016 (Word, Excel, Access, Power Point, Outlook).
  • Previous experience installing, configuring and maintaining printers, copiers, fax machines, scanners, and related peripherals.
  • Previous experience installing, configuring and maintaining mobile devices, including iPhones, iPads, iOS and Android devices.
  • Previous experience installing, configuring and maintaining business class VOIP phones, voicemail, UC, and conferencing equipment.
  • CompTIA A+ certification or equivalent experience is required; or willingness/ability to obtain.
  • CompTIA Network + certification or equivalent experience is preferred.
  • Preference will be given to candidates with training, experience or certification in IT or networking, and previous help desk or call center experience.
  • Exceptional customer service and interpersonal skills with the ability to build effective relationships.
  • Experience working in a team-oriented, collaborative environment.
  • Strong analytical and problem-solving abilities with a keen attention to detail.
  • Self-motivated with the ability to effectively prioritize and execute tasks under pressure.
  • Ability to patiently and tactfully educate users on the proper use of computer equipment and operating procedures in common terms.
  • Ability to operate tools, components, and peripheral accessories.
  • Able to read and understand technical manuals, procedural documentation, and OEM guides.
  • Understands uses, capabilities, characteristics, and limitations of computers and related equipment.
  • Strong written and oral communication skills.
  • Proper understanding of common technological terms.
  • Valid California Driver’s License and acceptable driving record. This position will require some local travel for picking up computer equipment and supplies.
  • Must be able to lift 50 lbs. with assistance.
  • All applicants must be willing to submit to and pass a drug test and background check.

Hours:

Monday through Friday, 7:30am-4:00pm and/or as needed. Occasional overtime required.

Pay & Benefits:

Hourly pay rate will be commensurate with experience. This position includes a generous medical, dental and life insurance plan, a 401(k) plan with Company match, paid vacation, sick, and holidays.

About Ted Pella, Inc.:

Ted Pella, Inc. has been serving the global microscopy community with instrumentation and supplies for over 52 years. We have been in Redding for over 32 years. We sell to the entire USA and all around the world both directly and through a large distributor network. Visit our web site at http://www.tedpella.com. We are a family-owned and operated Company with a professional and friendly atmosphere.

We are an equal employment opportunity employer. Final candidates must successfully pass post-offer pre-employment drug screen and background check when applicable.

To apply please send a cover letter, a complete resume and your desired pay range to : [email protected]