Desktop Support Technician

Job Title: Desktop Support Technician

Department: Information Technology

Reports to: Vice President, Information Technology and Cybersecurity

FLSA Status: Exempt

Job Status: Full-time

Description: Zoo Atlanta seeks a dedicated Desktop Support Technician passionate about delivering exceptional IT support and customer service. Our collaborative and respectful environment emphasizes continuous learning, professional growth, and mutual encouragement. The ideal candidate brings intrinsic curiosity, a professional demeanor, and enthusiasm for engaging with diverse technical challenges supporting Zoo Atlanta's unique organizational needs. Primary responsibilities include installing, diagnosing, repairing, maintaining, and upgrading Zoo Atlanta's IT systems and hardware to ensure optimal workstation performance. Experience with Windows desktop environments, Active Directory, and network troubleshooting is strongly preferred. You will provide timely end-user assistance, troubleshooting and resolving technical issues through various channels (in person, via telephone, or through our ticketing system). Your contributions will directly empower teammates throughout the organization, enabling them to effectively support Zoo Atlanta's mission.

Essential Duties and Responsibilities:

• Respond promptly to customer support requests, providing technical assistance and actively engaging within the support ticketing system.
• Support users on IT-supplied systems and solutions, including but not limited to Microsoft Windows, Microsoft Office, Adobe Creative Cloud, Zoo Atlanta-supported systems.
• Support endpoint and mobile device management activities, including device enrollment, configuration, application deployment, security compliance, troubleshooting, and lifecycle management for laptops, desktops, tablets, smartphones, and shared-use devices.
• Monitor and adhere to response guidelines, ticket queues, service expectations, and escalation procedures.
• Create and maintain clear documentation for recurring support procedures, device configurations, troubleshooting steps, user-facing guidance, and knowledge base articles.
• Perform first-level troubleshooting of network connectivity issues involving wired and wireless connections, VPN, VLAN-related access issues, TCP/IP, DNS, and related end-user network services; escalate infrastructure issues as appropriate.
• Assist with evaluating, recommending, and documenting standard hardware configurations for desktops, laptops, mobile devices, printers, peripherals, conference technology, and other end-user technology based on operational needs, reliability, supportability, and cost effectiveness.
• Install and upgrade laptops/desktops in accordance with corporate standards, including documentation and user training.
• Support and troubleshoot printing systems, including network multifunction printers, ticket printers, membership card printers, receipt printers, label printers, and point-of-sale printers.
• Install, configure, and support Mitel VoIP phone handsets and conference phones.
• Support employee onboarding, role changes, and offboarding by preparing equipment, configuring accounts and access, recovering assets, updating documentation, and coordinating with HR and department leaders.
• Maintain accurate hardware and software asset records throughout the equipment lifecycle, including deployment, reassignment, repair, replacement, retirement, and disposal, and periodic hardware/software audits.
• Assist with IT projects, including equipment and software upgrades, system hardening, and cybersecurity initiatives.
• Perform post-resolution follow-ups to support requests to ensure user satisfaction.
• Update user information and manage access rights as organizational changes require, using Active Directory, Microsoft 365, and related identity or access management tools.
• Participate in an IT support on-call rotation, including response to urgent after-hours, weekend, holiday, or operational support needs as assigned.

Requirements:

• CompTIA A+, Network+, Microsoft, or other relevant technical certifications are a plus.
• Experience with Windows desktop environments, Microsoft 365, and Active Directory or Entra ID environments is preferred; proficiency with various desktop applications, including Microsoft Office.
• Strong collaboration skills, contributing positively within team settings to achieve common goals.
• Excellent organizational skills, with a proven ability to create, update, and maintain detailed documentation within the knowledge base system.
• Demonstrated commitment to pursuing resolutions to client requests with ownership and accountability.
• Outstanding customer service skills and the ability to work effectively with all levels of management.
• Ability to take direction, manage priorities, and perform tasks with minimal supervision.
• High attention to detail with a keen aptitude for technology and an eagerness to explore and test innovative solutions.
• Ability to pass a criminal background check and drug test.
• Zoo Atlanta operates 363 days a year; positions may require working weekends, holidays, and evenings.
• Support of Zoo Atlanta's Vision, Mission, and Values.

Education:

• High school diploma required; a 2 or 4-year degree in Computer Science or a related field is a plus.

Driving Requirements:

• Valid Georgia Driver's License

Physical Demands:

• Ability to lift up to 30-50 lbs.

Work Environment:

• Office environment and park

MISC: This job description is not intended to be all-inclusive. Therefore, the employee may be required to perform other reasonably related duties as assigned by the immediate supervisor or other management. The company reserves the right to revise or change job duties as business requirements dictate. It is mutually agreed that this job description does not constitute a written or implied contract of employment.

Zoo Atlanta is an Equal Opportunity Employer and provides a Smoke-free and Drug-free Work Environment.