Desktop Support Technician III - Southwest Transplant Alliance : Job Details

STA's Service Desk team provides both remote and field support. The Desktop Support Technician III is responsible for installing and maintaining computer equipment, software, applications, printers, and peripherals. Troubleshoots complex issues and provides advanced support for Service Desk operations. Assists with training Desktop Support staff and ensures support requirements are met. Monitors system performance, identifies malfunctions, and responds to alerts. Also manages software, accounts, assets, and handles help desk requests, resolving technical problems related to computer and telephone systems, including network, email, applications, hardware, and PBX phone systems for onsite and remote employees. The role involves prioritizing, escalating, and assigning service desk requests, working closely with lower-level technicians, and providing assistance with escalated issues.

• Required: High School Diploma; Preferred: Bachelor's in MIS, CS or related field
• Required: 4+ years' experience with increasing responsibility, including networking
• Required: Microsoft Certified Solutions Associate (MCSA)
• Strong knowledge of network server installation/maintenance, hardware/software support, switch configuration, WAN management, and PBX telephony
• Experience with Microsoft Windows, Office, and standard office applications
• Proven troubleshooting skills and ability to work through to resolution
• Ability to identify process improvements and provide high customer service
• Ability to work independently and in teams, handle stress, meet deadlines
• Mentoring and training skills to develop team members
• Excellent communication skills for effective interaction at all levels
• Willingness to travel as needed; valid driver's license required

• Manage service requests, incidents, and tasks efficiently, including escalation and documentation
• Provide hardware/software support for various devices and assist with office moves
• Perform onsite analysis and resolution of complex problems
• Coordinate with third-party vendors for repairs and maintenance
• Manage user accounts and assist with onboarding/offboarding
• Document issues and resolutions thoroughly, prioritize tickets
• Install, test, and upgrade network cabling and infrastructure

• Report regularly to management on issues and improvements
• Maintain documentation, evaluate metrics, and manage SLAs
• Develop and review knowledge base articles and improve processes
• Stay updated with evolving technologies to support organizational growth
• Work on a rotating schedule, including evenings, weekends, and holidays