Job Summary:
The Desktop Support Specialist is a hands-on technical role, responsible for working with a team supporting, implementing and maintaining the organization’s IT infrastructure and applications.
Duties/Responsibilities:
Serve as the first point of contact for users/customers seeking technical assistance through the help desk system, address user tickets regarding hardware, software, peripherals and networking
Perform remote troubleshooting through diagnostic techniques and pertinent questions
Direct unresolved issues to the next level of support personnel
Follow up with clients to ensure their systems are functional
Help create technical documentation and manuals
IT infrastructure installation, maintenance and support of hardware including managing all Desktop Support activities, email support, and administration of Telecom systems.
Implement and support users according to regulatory compliance, policies and procedures.
Respond to alerts from various monitoring applications providing a layered network security
Support peers on other projects and tasks while balancing regular duties
Record and respond to technical incidents and requests using the Service Desk ticketing system while adhering to performance goals
Implement and support existing and new applications and technologies entering the infrastructure
Provide prompt and courteous customer support to end users and troubleshooting activities (e.g., unlocking accounts, Service Desk ticket and queue monitoring, direct person-to-person troubleshooting, etc…)
Support third party vendor applications – installation, user setup and user support.
Contribute to the development and implementation of hardware and software standards for workstations, wireless technology, file & print services, etc.
Contribute to the development and implementation of ‘best-practice’ standards as well as departmental policies and procedures.
Help determine, recommend and implement hardware and software upgrades for business applications, desktop, laptop, etc.
Additional duties may be assigned such as planning, equipment staging, etc. as change occurs
Required Skills/Abilities:
Associates in Computer Science, relevant field, completion of appropriate technical course, or equivalent work experience
3-5 years of related work experience in desktop support
Proven work experience as a Desktop Support Engineer, Technical Support Engineer or similar role
Hands-on experience with Windows/Mac OS environments
Working knowledge of office automation products and computer peripherals, like printers and scanners
Knowledge of network security practices and anti-virus programs
Demonstrated knowledge of Active Directory/AD Manager and O365 Admin Center required.
Ability to perform remote troubleshooting and provide clear instructions
Excellent problem-solving and multitasking skills
Customer-oriented attitude
Prior experience using the below preferred:
Service Now Ticketing System
VDI VMware
Manage Endpoint Central – Remote system, Computer patching,
PC Imaging
Knowledge base Documentation
Computer Inventory
Desktop Imaging and Deployment Skills, Basic PC Troubleshooting
Cisco AnyConnect VPN
Phone systems – Ring Central and FSN
Misc application management and support
