Job Location Bay Aging - Urbanna, VA 23175 Position Type Full Time Salary Range $26.44 - $28.84 Hourly
In-Person, On-Site Position
The Desktop Support Technician will provide day-to day-local and remote desktop support. They will receive inbound calls, answer questions, troubleshoot and document steps performed to resolve challenges with hardware, software, and application issues in a ticketing system. The candidate will also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency within the IT Support Center. Desktop Support Technician provides Break-Fix, fault diagnosis and resolution. Provide fault analysis to customer’s various core operating systems and platforms and be able to provide support and apply desktop fault resolution for the approved application suite. As this position has access to sensitive data, it requires strong adherence to our confidentiality and data protection policies. Salary: $26.44/hr-$28.84/hr.
Essential functions
a) Provides first/second level contact and problem resolution for customer issues.
b) Works with Third Party Vendors to remediate AV issues as needed.
c) Provides timely communication on issue status and resolution.
d) Maintains ticket updates for all reported incidents.
e) Installs, upgrades, supports and troubleshoots Windows 11 and Microsoft Office365 on new and existing desktops and laptops.
f) Installs, upgrades, supports and troubleshoots for printers, computer hardware.
g) Performs general preventative maintenance tasks on computers, laptops, printers.
h) Performs remedial repairs on Desktops, laptops, printers and any other authorized peripheral equipment.
i) Uses diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software.
j) Performs other duties as assigned.
DECISION MAKING
Work under general supervision and p erforms a variety of tasks some are repetitive (e.g. user support problems, software support), some are not. Inform supervisor before any major server work which could have a wide impact on the Agency or to get approval on equipment purchase.
KNOWLEDGE
a) Windows 11, Microsoft Active Directory, utilization of GPOs, MS Office 365, PC hardware installation and troubleshooting, Enterprise anti-virus solutions, Helpdesk ticketing systems.
b) Mobile device management including Android and IOS devices, Windows PC/laptop management via Active Directory.
c) Proven analytical, troubleshooting, and problem-solving skills.
d) Proven ability to multi-task, effectively determine priorities and meet SLA’s.
e) Excellent communication relationship-building and internal customer service skills.
f) Adaptable and flexible in a fast-changing industry and work environment.
g) Willing to work off-hours and weekends when required for projects or emergency support.
WORKING ENVIRONMENT
Office-based position with minimal physical requirements (ability to lift 20lbs, walking and climbing stairs). Occasional independent travel required around the area served by Bay Aging. 30% of the essential functions of the position can be performed remotely with phone and internet access. Must possess valid driver’s license.
FLSA status: This is a non-exempt position.
Disclaimer: This job description is not designed to cover or contain a comprehensive listing of all activities, duties or responsibilities that are required of the employee. From time to time, the supervisor will ask job holder to perform additional duties related to the completion of the work.
Bay Aging is an Equal Opportunity Employer. All applicants will be considered for employment without discrimination on the basis of race, color, religion, sex, national origin, age, veteran or disability status. Bay Aging is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, contact MaDena DuChemin, Director, Human Resources at (804) 758-2396, Ext. 1228 or mduchemin@bayaging.org
For over 40 years, Bay Aging has been caring for older adults and people with disabilities in the Northern Neck and Middle Peninsula with meals, home and personal care, public transportation, home repairs and living options. Our goal is to help people live independently in their own homes and communities surrounded by their own things and, wherever possible, their families and friends. Our top priority is to keep independence, home and community at the hub of life in the rural counties we serve.
Last year Bay Aging’s services affected over 23,000 lives! Every year, we:
• Deliver over 144,000 meals to those who might otherwise not have a reliable source of food.
• Provide over 140,000 public transportation rides that help people of all ages access jobs, health services, education and other consumer needs.
People want to age safely in their homes and communities. To help them realize this goal, Bay Aging’s Housing Division owns and operates ten income-restricted senior apartment complexes throughout the region providing safe and affordable homes for 366 full-time residents. Additionally, residents benefit from receiving the social supports they need to ensure healthy, independent living.
Bay Aging’s health division provides in-home care and companionship services and transitional care services for recently discharged at-risk, chronically ill patients through our VAAACares® program. Adult day care provides a safe haven for people with Alzheimer’s disease and other disabilities so that they can thrive and live with their families longer. The award-winning Veterans Directed Care program provides essential support services for nursing home eligible veterans of all ages who want to continue living at home.
