Desktop Support Technician

Job Description

Primary responsibilities are installing, supporting, and maintaining Zoo Atlanta computer systems. This includes installing, diagnosing, repairing, maintaining and upgrading all Zoo Atlanta hardware and equipment while ensuring optimal workstation performance. Provide end‑user assistance to help to solve user reported problems by troubleshooting problems areas (in person, by telephone, or via work order) in a timely fashion.

• Prompt response to customer support requests, providing technical assistance and active engagement within the support ticketing system.
• Support users on IT supplied systems and solutions including but not limited to Microsoft Windows, Microsoft Office, Gateway Galaxy, Adobe Creative Cloud, Blackbaud Raiser’s Edge, Financial Edge.
• Adheres to response guidelines and monitors ticket queues.
• Working knowledge of networking tools and concepts: LAN, WAN, VPN, Routers, Switches, Firewalls, VLANs, 802.11 wireless, TCP/IP, DNS.
• Performs laptop/desktop installations and in-place upgrades in accordance with corporate standards – responsible for documentation, user training, and other general helpdesk functions.
• Install, maintain, repair printing systems including Standard Network Multifunction Printers (MFP), Ticket (Boca) Membership (Evolis), Point of Sales (Epson).
• Install, configure, and support Mitel VoIP phone handsets, conference phones, etc.
• Responsible for moving computers when needed, maintaining fixed asset records for new, retiring or moved computers, maintaining equipment inventory, and performing hardware and software audits.
• Assist with support and rollout of IT projects which may include equipment upgrades, software upgrades, system upgrades, systems hardening, cyber security and other projects as required.
• Perform post-resolution follow‑ups to help requests.
• Update user information and applications assigned as staff changes require using Active Directory.

• Windows desktop experience (Windows 11 and prior) preferably within an Active Directory environment and expertise with a variety of desktop applications including MS Office.
• Demonstrates the ability to effectively collaborate and contribute positively within team settings to achieve common goals.
• Possesses excellent organizational skills with a proven ability to create, update, and maintain detailed documentation within knowledge base system.
• Demonstrate commitment and ownership to pursue resolution to client requests.
• Outstanding customer service skills and an ability to work with all levels of management.
• Must be able to take direction, manage priorities, and perform tasks with minimal supervision.
• Must possess high attention to detail with keen aptitude for technology along with eagerness to explore and test innovative solutions.
• High school diploma required; 2‑ or 4‑year degree in Computer Science or related field is a plus.
• Must be able to pass a criminal background check and drug test.
• Zoo Atlanta is open to the public 363 days out of the year; therefore, all positions may require employees to work some weekends, holidays, and evenings.
• Support of Zoo Atlanta’s Vision, Mission, and Values.

• Driving Requirements:
  Valid Georgia Driver’s License.
• Physical Demands:
  Ability to lift up to 50 lbs.
• Work Environment:
  Office environment and park.