Job Description

• The Workstation Support Technician plays a vital role in ensuring the smooth operation and maintenance of an organization's computer workstations and related equipment.
• This role is responsible for providing technical assistance to end users, diagnosing and resolving hardware and software issues, and contributing to the overall efficiency of the organization's IT environment.
• The Workstation Support Technician is a key point of contact for troubleshooting and technical support, enabling end users to effectively utilize their workstations and technology tools.

• Install, configure, and maintain hardware and software components on company devices.
• Provide timely and effective technical support to end-users through various communication channels (in-person, remote, email, phone).
• Diagnose and resolve hardware and software problems, ranging from basic issues to complex technical challenges.
• Assist in the setup and configuration of new workstations, including user accounts, email, and necessary applications.
• Respond to and prioritize support requests based on urgency and impact on business operations.
• Troubleshoot network connectivity and printer-related issues.
• Maintain accurate records of hardware inventory.
• Educate end-users on basic troubleshooting techniques and best practices to minimize technical issues.
• Contribute to the development of documentation and guides for common technical procedures.
• Maintain accurate records of user-reported issues, troubleshooting steps taken, and problem resolution outcomes in a ticket tracking system.
• Stay current with industry trends and advancements in workstation technology.
• Other competencies as required by specific assignments may include knowledge of audio-visual systems, ruggedized laptops, virus kiosks and other equipment.

• High school diploma or equivalent; associate or bachelor’s degree in a relevant field preferred.
• Proven experience (2 years) as a workstation support technician or in a similar technical support role.
• Proficiency in diagnosing and resolving hardware, software, and network issues in a Windows environment.
• Communicate effectively with both technical and non-technical users, providing clear instructions and assistance.
• Strong knowledge of operating systems, productivity software, and office applications.
• Familiarity with DNS, Active Directory (what it does and how it works), and VPN.
• Excellent communication skills, both verbal and written, with a customer-oriented approach.
• Ability to adapt to changing priorities and manage multiple tasks in a fast-paced environment.
• Strong problem-solving skills and the ability to think critically under pressure.
• Adept at working independently as well as collaboratively within a team.
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician) are a plus.
• Prior customer service experience including face to face and via phone.
• Candidate must have valid state issued driver’s license.
• If required to travel, they will drive an company vehicle.
• Soft skills will be considered as well as technical capabilities.
• Soft skills will include someone that fits in with the team, who can work with customers and breakdown complex concepts for users to understand.

• The ability to lift and carry computer equipment and peripherals weighing up to 70 pounds.
• Comfortable performing tasks that involve bending, kneeling, and reaching in tight spaces.