Work Location: Newington, CT. Role is in person.
Work Schedule: Monday - Friday; 8:30 am - 5:00 pm

SUMMARY:

Desktop Support Level 1 is a key member of the IT team at Data Mail, and must possess a strong commitment to high-quality customer service and solid work ethic. User satisfaction is the main goal of the IT Desktop Support team. Having the ability to follow, document, and maintain standard procedures is essential. The candidate must be an experienced technician with a proven track- record of hands-on experience. This is an opportunity to be challenged, and work every day with a variety of sites and devices in an enterprise environment.

EDUCATION/EXPERIENCE:

High school diploma plus A+ or similar PC hardware maintenance certification or 2 years’ hands on PC build/repair experience or equivalent

1. Primary point of contact for all ‘help desk’ calls, including but not limited to:
   · Strong working knowledge of the OSI model, specifically layers 1-3.
   · Problem determination and remediation for all desktop personal computing equipment.
   · Remediation of PC printer malfunctions.
   · Network account maintenance (password expirations and lockouts).
   · Level one support for most application errors and assistance calls.
   · Resource for maintaining current drivers and software levels.
   · Escalation of all unresolved incidents in a timely manner, per management information systems escalation policy.
   · Routing and following up on call incidences to other departments (i.e., data center systems development, primary telephone support, cabling and electrical requirements).
2. Responsible for the setup and network connectivity of all desktop computing equipment.
3. Responsible for maintaining the final cable termination points for all network connectivity.
4. Responsible for the loading and configuration of all desktop computing operating systems per MIS specifications.
5. Responsible for the loading of all approved MIS application software.
6. Responsible for performing preventative maintenance and consumables replacement (except paper) on all desktop and LAN networked printers.
7. Responsible for establishing and maintaining new network and E-mail accounts.
8. Responsible for maintaining all inventories (PC hardware, software and PC printer).
9. Responsible for managing personal computer based audio-visual equipment.
10. Responsible for advising central purchasing department of all required PC printer consumables required.
11. Comply with company rules and regulations.
12. Maintain confidentiality of company-sensitive data.
13. Implement a commitment to quality philosophy and recommend methods and procedures to reduce costs and/or improve operating efficiency of the department.
14. Keep manager/supervisor informed of activities and situations that will impact the achievement of corporate or department goals and objectives.
15. Perform other related duties as required to achieve the goals and objectives of the department and company.