Desktop Support Technician

ITAC serves Process & Industrial clients with integrated engineering and construction services for complex capital projects. We also offer specialty services including power systems services and products, custom machine fabrication, and fall protection services and equipment. Founded in 1988 on a dream and a $5K loan, ITAC is a true success story. From humble beginnings to an ENR-Ranked Top Design Firm with a nationwide footprint and over 500 employees operating from 6 offices in Virginia, North Carolina and South Carolina, we provide Fortune 500 companies with innovative design-build solutions. We specialize in power generation & utilities, chemicals, food & beverage, forest products, advanced manufacturing, and minerals & metals.

ITAC’s purpose is to make life better. For our employees, this means providing them with the resources and flexibility they need to have both a rewarding career and a fulfilling family life. ITAC is 100% employee owned. Through our Employee Stock Ownership Plan (ESOP) and Direct Stock Ownership, every team member has the unique opportunity to be an owner who shares in the company’s growth and earnings. We offer our team a comprehensive benefits package and numerous employee incentives. Rooted in love, we serve and care for our employees like family.

We hire passionate and motivated people with an innovative mindset and the desire to grow. If the thought of challenging, fast-paced projects excites you, then you’ve come to the right place. At ITAC, you’ll be part of a collaborative team that works hard to make life better. For more information, visit itac.us.com.

Desktop Support Technician’s job entails supporting and maintaining in-house desktops, computer systems, end users, and peripherals via phone, email or in-person. This also includes diagnosing, installing, repairing, upgrading, and maintaining all equipment and hardware while assuring optimal computer performance. The Desktop Support Technician may also troubleshoot problem locales in well-timed and accurate fashion.

Responsibilities

• Installing, configuring, testing, maintaining, monitoring, and troubleshooting end user computers, mobile devices, and networked peripherals.
• Utilizing the ITAC help desk software for tracking and answering employee computer issues
• Consulting with and providing support to staff and end users on computer operation issues.
• Working with end users to identify and deliver essential PC service levels.
• Performing on-site diagnosis, analysis, and resolution of complicated PC problems for various end users and implementing and recommending corrective hardware solutions.
• Developing and maintaining an inventory of PCs, monitors, and other peripheral devices.
• Receiving and responding to incoming calls, Help Desk tickets, and e-mails regarding hardware and PC problems.
• Conducting research on various products for computers in support of its development and procurement efforts.
• Preparing documents on instances of hardware repair, installation, failure, and removal.
• Respond to user requests for technical assistance in person, via phone, or electronically.
• Diagnose and resolve basic technical hardware and software issues.
• Install and configure desktops, laptops, printers, and other peripherals.
• Perform basic troubleshooting of Windows and/or Mac OS environments.
• Assist with account setup and password resets.
• Maintain accurate ticket documentation and update status in ticketing systems.
• Escalate complex issues to higher-level support teams.