The Desktop Support Technician is responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands. The Desktop Support Technician will ensure consistently high levels of customer satisfaction by supporting end users in-person, over the phone, on instant message, and via email using our help desk ticketing system. This includes the responsibility of the proper and timely identification, prioritization, and resolution of end-user requests.

• Install, configure and troubleshoot hardware, including desktops, laptops, peripherals, network equipment
• Install, configure and troubleshoot software packages, including operating systems, desktop software and business applications in a primarily Windows environment Provide first level server (Windows and Linux) and networking (wired and wireless) support, diagnose problems, and escalate as necessary to other support staff
• Support for Microsoft Teams messaging, meeting, voice, and video communications Administrate and troubleshoot VPN user accounts
• Configure and support VoIP accounts and services
• Provide support for other office equipment, including networked printers and copiers Respond to requests for assistance in-person, on instant message, over the phone, via email, and in the ticketing system
• Log all support requests in our help desk ticketing system and notify the end-user of updates and resolutions
• Maintain an accurate inventory of hardware, software, and licenses
• Lead and/or assist IT projects and implementations
• Maintain and develop necessary technical and non-technical skills; identifies learning needs and goals, and designs (on then executes on) a plan to meet these goals
• Perform other job related duties as dictated by business needs

We believe that different perspectives and backgrounds are what make a company flourish. All qualified applicants will receive equal consideration for employment regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, economic status, disability, age, or any other legally protected characteristics. We are proud to be an inclusive company with values grounded in equality and ethics, where we celebrate, support, and embrace diversity.

• 3-5 years of relevant experience in a corporate environment Working knowledge of Windows based operating systems and applications (e.g. Window 7/10, Office 2013/2016)
• Experience with Office365 use and support Hands on experience with current laptop, desktop, and peripheral technologies Experience with security tools such as McAfee, Trend, Symantec Knowledge and use of VPN solutions and authentication systems Training in relevant technical solutions and end-user support methods
• Experience administering Microsoft Active Directory Users and Groups
• Basic understanding of network and server functions
• Desirable Education/Experience College degree A+ or equivalent certification Dell and/or HP certified technician Linux and Mac knowledge and experience
• Experience with imaging machines
• Experience with client remote control solutions
• Knowledge of iPhone and Android devices including use of native mail applications Strong interpersonal and written/verbal communication skills, able to facilitate communication upwards and downwards; communicates effectively with internal and external customers, can explain technical matters in non-technical ways to business partners, managers, and customers Strong customer service skills and exceptional knowledge of service delivery, including adherence to service level objectives
• Effective self-management of priorities and multi-tasks well, and can manage projects and make decisions when not all information is available
• A demonstrated logical and creative problem-solving approach, and can formulate alternative courses of action to minimize business disruption
• Ability to technically assess situations and proactively advise on solutions, approaching opportunities from a business perspective and not solely from a customer service viewpoint
• Broad knowledge/overview of IT technologies, including Windows domains and Active Directory services, Microsoft Office products, office communication technologies, and mobile device management

Background-

Applicant must be a U.S. Citizen.

SDI is a Federal Contractor and a drug-free workplace. By submitting an application, I confirm that I understand that the Company has a right to require me to submit to a drug test prior to employment and at any time during my employment, to the extent permitted by law.

At Smiths we apply leading-edge technology to design, manufacture and deliver market-leading innovative solutions that meet our customers' evolving needs, and touch the lives of millions of people every day. We are a FTSE100, global business of around 14,600 colleagues, based in 50 countries. Our solutions have a real impact on lives across the planet, enabling industry, improving healthcare, enhancing security, advancing connectivity and supporting new homes. Our products and services are often critical to our customers’ operations, while our proprietary technology and high service levels help create competitive advantage. We welcome colleagues with a curious mind, who are happy with responsibility, enjoy a challenge and are attracted by the idea of working at a business with an almost 170 year history of innovation, and five global divisions, all experts in their field.

Smiths Detection is a global leader in detection and screening technologies for the protection of people and assets, supporting safety, security and freedom of movement in today’s world.

Smiths Detection is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Equal Employment Opportunity Posters If you’d like to view a copy of the company’s affirmative action plan or policy statement, please email US HR Team hr-1@smiths-detection.com.

If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please e-mail stat@smiths.com or call toll-free 877-703-1029. This email and phone number is created exclusively to assist disabled job seekers whose disability prevents them from being able to apply online. Only messages left for this purpose will be returned. Messages left for other purposes, such as following up on an application or technical issues not related to a disability, will not receive a response. Smiths Detection, Inc. participates in the Electronic Employment Verification Program.