Posted on: October 2, 2023
Salary: Based on Experience

Department/Group: Office Administration/IT
Location: Pogue Construction Company | McKinney, TX
Reports To: IT Manager/Systems Architect
Position Type: Full Time/Salary
Applications Accepted By: Until position is filled
Pogue Construction Company
1512 Bray Central Drive #300
McKinney, TX 75069
(972) 529-9401
careers@pogueconstruction.com

Experience: One year of technical support experience

Education: High School Diploma required. Relevant certifications such as CompTIA or Microsoft preferred.

Summary of Position: Pogue Construction’s Desktop Support Technician will work across a broad range of technologies and multiple areas of the business to support current projects, IT incidents, and IT requests. The Desktop Support Technician will respond to IT requests via phone, email, ticketing system, or in person and provide solutions in technical and nontechnical terms.  This person will be responsible for assisting in current IT initiatives and maintaining company computer and mobile devices in accordance with company standards.

Primary Responsibilities:

• End-User Support: Providing technical assistance and support to end-users, helping them resolve hardware, software, and connectivity issues.
• Hardware Maintenance: Installing, configuring, and maintaining desktop computers, laptops, peripherals, and mobile devices.
• Software Support: Installing, configuring, and updating software applications and operating systems on end-user devices.
• Mobile Device Support: Configuring and troubleshooting mobile devices, including email, Apple IDs, data swapping, and general maintenance.
• Remote Support: Provide remote assistance to end-users to resolve any incidents that arise as well as phone support when needed.
• User Account Management: Create, modify, and manage user accounts, permissions, and access rights in systems like Active Directory.
• Asset Management: Track and manage hardware and software assets, including inventory, maintenance, and retirement/disposal.
• Performance Monitoring: Monitor end-user devices for performance issues and proactively address potential problems.
• Job Site Visits: Required to visit job sites when needed to fix issues in person, deliver job trailer tech equipment, including set up/configuration, or uninstall equipment, and return to main office when job trailer is no longer needed.

Required Skills/Expectations:

Soft Skills

• Communication: Being able to explain technical issues and solutions in non-technical terms is crucial. Clear and effective communication helps end-users understand and resolve their problems.
• Problem-Solving: Desktop support often involves troubleshooting and resolving technical issues that haven’t been experienced before. Strong problem-solving skills help identify and fix problems efficiently. Staying curious about new technologies and developments in the IT field can help you stay up-to-date and better serve end-users and their technical questions/issues.
• Attention to Detail: Paying attention to small details can prevent oversights and ensure that technical solutions are thorough and complete. Taking the time to personalize a user’s set up, (office set up, laptop, job trailer area, etc.) and ensure that every user’s needs are met will demonstrate a commitment to providing exceptional user service.
• Professionalism: Maintaining a professional demeanor, both in appearance and behavior, is important when interacting with end-users and colleagues. Everyone in the organization should be treated with the same amount of respect one would be expected to receive.

Hard Skills

• Hardware Knowledge: Understanding computer hardware components (CPU, RAM, hard drives, etc.) and how they work together is crucial for diagnosing hardware-related issues.
• Software Installation and Configuration: Ability to install, configure, and update software applications, drivers, and patches.
• Networking Basics: Knowledge of networking concepts, including IP addresses, DNS, DHCP, WAN, LAN, PAN, and the ability to troubleshoot network connectivity issues.
• Remote Support: Familiarity with remote desktop tools and techniques for providing support to end-users who are not physically present.
• Security Awareness: Awareness of security best practices, antivirus software, phishing email detection, adware, malware, ransomware, and other types of viruses that pose a potential threat to computer/network systems. Being able to understand, detect, remediate, and educate end-users on cybersecurity threats is vital to maintaining a positive security posture.
• Email Configuration: Configuring email clients and troubleshooting email-related issues, including account setup and synchronization. (MSO365, OWA and Outlook Client)
• Video Conference Meetings: Ensure that video conferencing hardware, including cameras, microphones, and speakers, are properly installed and functional in the meeting room or on participant’s machines. Provide technical support to meeting users before or during the meeting, including assisting with troubleshooting audio and video problems, and resolving connectivity issues.
• Mobile Device Management: Understanding of iOS devices and how to configure, troubleshoot, and set up email, Apple IDs, data swapping, and app installations.
• Peripheral Support: Set up, configure, and troubleshoot peripherals like printers, scanners, docking stations, monitors, wireless display adapters, and webcams.