Title: Desktop Technician
Location: Phoenix, AZ 85027
Work Schedule: Monday through Friday, 8am to 5pm - full time position, 40 hours per week.
Rotation between the two (2 week rotation).
Duration: 6+ Months
Note: Most techs are at the GOC office. Manager wants the workers to have experience and knowledge at both buildings. Schedules will change (sick, vacations, board week, etc). This would be a 20 minute drive.
Workers need to be flexible on this. Work at both corporate office locations during the work week: 20400 North 29th Avenue, Phoenix, AZ 85027 and 6201 North 24th Parkway, Phoenix, AZ 85016.

Supporting: 2000 devices, 1850 users.
 
Description:

• The role overview: Troubleshooting, work incidents, fixing and analyzing issues that users have. Helping get users set up with Windows 11 (hardware updates), upgrading users to newer equipment, and retrieving old assets (deposing and decommissioning).

Platforms/Systems:

• Currently at Dell (hardware), supporting laptops, desktops, monitors, keyboards, and webcams. Also, support projectors sometimes (but they have vendors for projectors).
• Operating systems - Windows 10, transitioning to 11 before October. Support 120 Macs in environment (not a requirement, but helpful). Autopilot (provisioning), a plus. Office, a plus. Some mobile devices (cell and iPads)

Job Purpose

• Assists management by providing technical support and day-to-day work direction to technical team. Maintains information technology service, functionality and end user satisfaction by coordinating, monitoring and assisting with the resolution of escalated questions and more complex problems.
• Essential Job Results: Assists management by providing technical support and day-to-day work direction to technical team.
• Trains, coaches and mentors less experienced technicians.
• May assist in scheduling and coordinating workflow.
• Provides customer service by assisting internal and external customers with technical problems and information requests.
• Delivers reliable high performance applications and technical services.
• Follows-up with customers to ensure satisfactory resolution.
• Provides technical expertise in assigned area by troubleshooting and solving problems with vendors and systems.
• Enhances automation processes and coordinates with internal departments to recommend systems or production environment modifications or other corrective actions as appropriate.
• Facilitates smooth departmental operations by serving as a subject matter expert.
• Oversees proper problem escalation, notification and follow-up and ensures continuity of service levels and system functionality.
• Contributes to team effort by communicating with information systems contacts, other departments and/or property owners/management.
• Helps resolve database related customer service issues.
• Provides accurate documentation of issues and activity by monitoring and maintaining a trouble shooting tracking log.
• Participates in special projects as assigned.
• Protects the Company by handling business sensitive information with appropriate confidentiality.

Experience/Education/Skills

• Minimum 4 years related experience in desktop role.
• Associates Degree in Computer Science, Data Processing or related field or an equivalent combination of education and experience.
• May require, A+, Net+, two Microsoft (MCP), CCNA, MCSE/MCSA or other certifications
• Advanced proficiency in Microsoft Office Suite.
• May require technical skills in any combination of Networks transmitting Voice/Data/Fax, LAN/WAN communications, TCP/IP, and a working knowledge of telecommunications or other information systems equipment
• Strong customer service skills.
• Accountability/Leadership/Knowledge/Relationship Management/Problem Solving
• Provides guidance and work direction to others. Works under general supervision and exercises some independent judgment/discretion.
• Sound knowledge of relevant policies, procedures and guidelines specific to the job.
• Sound technical know-how to meet job standards.
• Strong verbal and interpersonal skills with ability to interface with both internal and external customers and departments to coordinate information and resolve problems.
• Strong customer service and follow-up skills.
• Applies experience to troubleshoot and resolve non-routine problems in area of specialty.

Understands process and workflow.
 
Other Requirements

• May be assigned to any shift based on business need.

 
 
  
 
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $ 24.58/hr.