Job Description
Job Description
Job Family:
IT professionals plan, develop, implement, and maintain an organization’s technology infrastructure and systems. They play a crucial role in supporting and optimizing technology resources to meet organizational needs, enhance productivity, and drive innovation. IT contributes to areas such as technical support, system administration, networking, database management, software development, and project management.
Job Summary:
The Senior Desktop Technician is responsible for maintaining hardware, troubleshooting desktop issues, and ensuring smooth user operations by responding to incidents and performing installations and upgrades. They also contribute to IT procedure development, mentor entry-level technicians, and work on projects while demonstrating strong communication, troubleshooting, and customer service skills.
Essential Duties and Responsibilities:
- Hardware Maintenance – Maintain computer hardware by performing software installations and upgrades
- Incident Documentation – Document incidents and problems, troubleshooting steps, and comments in an incident management system
- User Operations – Respond to incidents, troubleshoot desktop issues, perform diagnostic testing, and resolve desktop inquiries to ensure successful daily user operations
- Support Documentation – Accurately document support issues, activities, and resolutions and communicate user feedback to managers and IT team members
- System Monitoring – Monitor system changes, understand their impact on end users, and perform hardware and/or software installations and updates on desktop and/or laptop computers
- IT Procedures – Contribute to the development and maintenance of IT procedures by identifying improvement opportunities, sharing best practices, and updating documentation as necessary
- Project Participation – Participate in small to medium-sized projects
- Interpersonal Skills – Utilize strong interpersonal skills to work well with others and calmly handle critical situations with confidence
- Communication – Demonstrate excellent verbal and written communication with a professional demeanor and polished phone skills
- Customer Service – Provide strong customer service, including listening, interpreting, and explaining computer-related concepts in non-technical terms
- Troubleshooting – Apply strong troubleshooting skills in an enterprise environment and effectively multi-task
- Technical Knowledge – Possess a strong knowledge of current operating systems and software products
- Image Development – Assist with computer image development
- Mentorship – Mentor entry-level desktop technicians
- Accountability & Reliability – Maintain regular and reliable attendance while performing other duties as assigned to support team and business needs
Requirements:
- High school diploma or GED
Work Location: The work location for each position will be decided during the hiring process, based on business needs and job requirements.
The CRST Core Values: Safety at the Core of All We Do – Integrity in Every Decision and Action – Commitment to the Success of Employees, Customers, Agents, Contractors, and Communities.
EEO Statement: All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.