Desktop Support Technician to provide virtual and some on-site support for hardware, software, applications, installations and mobile devices while ensuring a positive employee experience. They will act as the “face of IT” for employee’s and offer a personalized experience to the end-users. They can build upon a positive culture and are well versed and educated advocates of improving the end-user’s IT support experience. This role will continuously document and improve on current operational processes while providing operational support. Reports to Director of IT.

Essential Functions: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• End-user facing expertise in providing support for hardware and software issues within end-user computer systems (MAC 10% and PC 90%) to include desktops, laptops, printers and mobile apps
• Respond to end-user product related questions for all supported hardware, software and applications
• Understand and maintain/outperform service levels established
• Provide Level I and II support via phone, email and potentially on-site at client locations to support service needs as required
• Maintain various messaging systems and client platforms (Email, Slack)
• Manage user accounts, permissions, email, anti-virus and anti-spam
• Efficiently diagnose, troubleshoot and resolve technical issues at desktop level
• Provide on-site technical support that may involve but not limited to; installation of hardware or systems, software, network and communications devices
• Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority and criticality
• Modify configurations, utilities, software default settings, etc. for the local workstation
• Administer and manage new user account creation
• Administer and manage Active Directory database making sure to keep it updated at all times

Knowledge, Skills, and Abilities:

• Must have excellent communication skills, positive attitude and be engaging with end-users
• Experience with MAC, Microsoft® OS and Microsoft Office® applications
• Experience with problem solving in a support-oriented environment
• Understanding of networking concepts (DHCP, DNS, TCP/IP, Wireless, Ethernet)
• Exceptional soft skills and troubleshooting skills
• Team player, good communicator, self-directed work style
• The ability to communicate politely, clearly and effectively with internal customers at a high level such as senior management on matters of a technical and/or complex nature
• Desire to contribute to a fast paced, growth-oriented company
• Strong attention to detail and the ability to determine the root cause of the problem
• Excellent organizational & interpersonal skills with attention to detail

Required Qualifications:

• 2 years’ experience in a customer facing desk-side support/end user computing role
• Associates or Technical Degree is preferred
• Must have excellent communication skills, positive attitude and be engaging with end-users

Additional Requirements:

Qualified candidates must be legally authorized on an unrestricted basis (US Citizen, Legal Permanent Resident, Refugee or Asylee) to be employed in the United States. Hyliion does not anticipate providing employment related work sponsorship for this position (e.g., H-1B status)

Physical Demands:

• Ability to lift and/ or move up to 50 pounds
• Crouching: Bending the body downward and forward by bending leg and spine.
• Reaching: Extending hand(s) and arm(s) in any direction.
• Standing: Remaining upright on the feet, particularly for sustained periods of time.
• Walking: Moving about on foot to accomplish tasks, particularly for long distances or moving from one work site to another.
• Talking: Expressing or exchanging ideas by means of the spoken word; those activities where detailed or important spoken instructions must be conveyed to other workers accurately, loudly, or quickly.
• Hearing: Perceiving the nature of sounds at normal speaking levels with or without correction and having the ability to receive detailed information through oral communication and making fine discriminations in sound.
• Repetitive motions: Making substantial movements (motions) of the wrists, hands, and/or fingers.
• The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or operation of machines (including inspection); using measurement devices; and/or assembly or fabrication of parts at distances close to the eyes.

Work Environment:

• The noise level in the work environment is usually moderate
• For the most part, ambient room temperatures, lighting and traditional equipment as found in a typical office

FLSA: Non-Exempt

Hyliion is committed to diversity and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status