Desktop Support Technician

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.

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, Gateway Galaxy, Adobe Creative Cloud, Blackbaud Raiser’s Edge, and Financial Edge.
• Monitor and adhere to response guidelines and ticket queues.
• Maintain and troubleshoot networking components such as LAN, WAN, VPN, routers, switches, firewalls, VLANs, 802.11 wireless, TCP/IP, and DNS.
• Install and upgrade laptops/desktops in accordance with corporate standards, including documentation and user training.
• Manage and repair printing systems, including standard network multifunction printers (MFP), ticket printers (Boca), membership card printers (Evolis), and point-of-sale printers (Epson).
• Install, configure, and support Mitel VoIP phone handsets and conference phones.
• Maintain asset records for computers and peripherals, including moves, additions, and changes; perform hardware and 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. 

Requirements:

• Experience with Windows desktop environments (Windows 11 and prior), preferably within an Active Directory environment; proficiency with various desktop applications, including MS 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.
• Educational background: High school diploma required; a 2 or 4-year degree in Computer Science or a related field is a plus.
• Ability to pass a criminal background check and drug test.
• Flexibility: Zoo Atlanta operates 363 days a year; positions may require working weekends, holidays, and evenings.
• Support of Zoo Atlanta’s Vision, Mission, and Values.
• Certificates/Licenses/Registrations:

Driving Requirements: 

• Valid Georgia Driver’s License

Physical Demands: 

• Ability to lift up to 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.

Perks

• Health insurance,
• 403(b) retirement plan,
• PTO,
• paid holidays,
• and more!