IT Desktop Support Technician in Durham, North Carolina at Phononic, Inc.

Phononic, a global leader in solid-state cooling and heating technology, is seeking an IT Desktop Support Technician. This is a broad-based position that does not require extensive experience but does demand excellent communication skills, curiosity, creative thinking, and the ability to work with a wide variety of people to help them get their work done. You will work on projects while also responding to IT support requests.

RESPONSIBILITIES

• Support and service end-user incidents and requests in a responsive, positive, customer service-oriented manner.
• Work 8am-5pm and offer cursory support post-shift, e.g., password changes.
• Configure, install, setup and maintain computer hardware, software, peripherals, mobile & desk phones, and TVs.
• Manage a desktop/laptop imaging solution with feedback from the team.
• Maintain IT inventory of hardware and supplies.
• Create, maintain, and restore image backups of factory tool machines as a part of our preventative maintenance program.
• Distribute and manage Windows updates.
• Respond to security alerts from antivirus system.
• Work with tool owners to provide first-level troubleshooting of tool PCs, connectivity, relocation, etc.
• Create and maintain software installation packages using the PDQ deploy tool.
• Create and maintain documentation for both internal IT processes as well as how-to guides for end users.
• Lead, own, and/or participate in IT projects and tasks as outlined by IT management.

MINIMUM REQUIREMENTS

• Bachelor’s degree required with at least three years of desktop support experience in a corporate environment.
• Working knowledge of Windows OS, standard troubleshooting tools, and methods.
• Experience troubleshooting/maintaining Windows 10/11.
• Experience with machine imaging – building, maintaining & deploying images.
• Experience troubleshooting wired and wireless networks, mobile devices, printers, copiers, scanners, projectors, and more.
• Experience supporting business applications – MS Office, antivirus, etc.
• Experience with troubleshooting utilities such as ping, ipconfig, and nslookup.
• Experience using Windows event logs to troubleshoot and resolve incidents.
• Ability to lift/carry up to 50 lbs.
• Excellent oral and written communication skills.
• Be a creative problem-solver within the boundaries of IT standards and practices.
• Ability to take initiative and plan effectively to anticipate and prevent problems.
• Ability to participate in scheduled IT maintenance work; typically, on nights & weekends.
• Ability/desire to cross-train with systems administrator to cover adds/moves/changes within AD and other services.
• Experience with Office 365 (hosted Exchange server) a plus.
• Experience supporting Mac OS a plus.
• Experience with basic scripting – login scripts, batch files a plus.

Phononic provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.