IT Desktop Support Engineer III
Bell and Howell, LLC
Durham, North Carolina
Job Description
Location: Durham, NC
Hybrid
Summary:
The IT Desktop Support Engineer III is based at Bell and Howell’s Durham HQ office, with operations throughout the U.S. and Canada. Under direction, troubleshoot and resolve computer software and hardware problems for users: perform complex tasks using computers and attached peripheral equipment; troubleshoot and resolve user-technical operating problems; provide technical direction and assistance in resolving difficult and complex computer operation problems.
Job Responsibilities:
- Assist employees with computer and application support for Windows OS
- Receive and log requests into the company standardized help desk tracking system
- Answer user inquiries on how to use specific software and operating systems
- Communicate with users to determine cause and source of errors
- Apply knowledge of computer software, hardware, procedures, and answer questions to resolve technical problems
- Collaborate with coworkers to research problems and find solutions
- Install, configured, maintain, upgrade and repair computers, software, and other peripheral equipment
- Determine if source of problems is caused by software or hardware
- Contact software and hardware vendors to request service regarding defective and warranty products
- Use imaging software to create and deploy images to computers
- Respond to emergencies caused by hardware, software, and application program malfunctions
- Perform work related assignments at various company locations
- Write or revise online Knowledge Base articles and procedures
- Setting up AD/O365 user accounts, equipment, packing and shipping of equipment to remote hires, and recovering and resetting returned equipment
- Removing accounts and access privileges of those who have left or been terminated
- Train users on software and hardware on site or remote
- Utilize remote access as needed to resolve issues
- Diagnose basic Active Directory and TCP/IP network problems
- Maintain and manage user support network shares, applications, and tools
- Create, maintain, and manage computer image libraries
- Creating/Maintaining mailboxes and email forwarding
- May assist advanced support teams on short term projects
- Other related work as required
Supervisory Responsibilities: None
Competencies (Skills, Knowledge and Abilities):
- Analyze, diagnose, and resolve problems related to district-wide computer systems
- Safely and appropriately operate the tools and technology assigned and associated with the performance of the position
- Use PC keyboard to maintain and interact with computer data, software, and hardware
- Assist users with software and hardware problems
- Perform data cabling including termination of wiring into patch panels and outlets
- Analyze multiple job requirements and set priorities for optimum efficiency in a multi-tasking environment
- Demonstrate leadership skills and abilities
- Understand and carry out oral and written directions
- Communicate both orally and in writing in a clear and concise manner
- Apply policies and procedures
- Establish and maintain cooperative and effective working relationships
Education and Experience:
- 4 years of recent (within the last five years) experience in computer/technology related equipment maintenance is required. Prior technical help desk experience is highly desirable
- Experience providing corporate end user support preferred.
- Experience with antivirus solution management (Check Point, Webroot, etc.) preferred.
- Experience with File/Printer Server Administration preferred.
- Experience with Microsoft Office 365 administration (including email) required.
- Experience with mobile device management (iPhone, Android, etc.) required.
- Experience with remote workstation administration (RDP, TeamViewer, etc.) strongly preferred.
- Experience with Microsoft Windows Active Directory, Group Object Policy (GPO) Administration, Microsoft Windows XP – 10 Client OS Administration and Office Suite Administration strongly preferred.
Travel: This position does not require travel.
Physical Requirements:
- Requires lifting to waist up to fifty (50) pounds.
- Ability to remain in a stationary position 75% of the time.
- Ability to type on a keyboard.
- Ability to hear and talk.
- Ability to move about inside the office to access file cabinets, office machinery, etc.
- Ability to operate a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
- Requires close vision for computer work and reviewing correspondence.
- Work is performed in a controlled office and manufacturing environment, noise levels within acceptable safety levels, paper dust, etc.
Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Bell and Howell does not require full vaccination at most sites. However, those customers that do require full vaccination against COVID-19, it is required to provide documentation prior to hire. If there is a medical or religious reason preventing you from receiving an available COVID-19 vaccination, and you are offered a position with our company, we have an accommodations process in place for those requests.
Bell and Howell is an Equal Opportunity Employer. It is company policy to administer employment based solely on an individual’s qualifications, ability and performance without regard to race, color, religion, gender identity, sex (including pregnancy, lactation, childbirth or related medical conditions), sexual orientation, age, national origin or ancestry, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed servicemember status, marital status, or any other characteristic protected by federal, state or local law.
