Summary:

As a member of DHA's IT team, the on-site support specialist is considered a desktop support expert responsible for computer hardware, software (location-specific or global), and peripherals. On-site support is the primary escalation point for resolving incidents involving desktops or laptops, service requests, and connectivity issues. The on-site support specialist also enforces DHA's desktop and laptop policies and procedures.

Essential responsibilities and duties:

• Provides research and diagnosis
• Resolves and closes incidents/service requests based on help desk procedures and assigned deadlines
• Escalates unresolved incidents/service requests within agreed timelines
• Records relevant incident/service request details as per help desk procedures
• Communicates with the customer regarding the progress of the incident
• Ensures tickets are always up-to-date until issues are resolved
• Complies with Quality, Health, Safety and Safety (QHSE) and IT policies
• Engages with customers, other DHA IT support groups, and 3rd party vendors when needed
• Perform the staging of the equipment
• Performs IMAC (Install, Move, Add and Change)
• Carries out maintenance and support of hardware and software
• Troubleshoot and resolve PC incidents and/or VIP requests
• Coordinates with Service Desk for hardware repair
• Assists the DQ Server team when server maintenance is required
• Creates/maintains IT Glue documentation
• Special Event Coverage
• Connected Backup Customer Support
• Local network support and/or help with centralized network equipment
• hardware/software selection, acquisition, configuration, installation, configuration, upgrades,
• Monitoring and troubleshooting
• Creating/deleting user accounts and file permissions
• Backup management and maintenance

Key competences:

• Windows System Administration
• Strong problem-solving skills
• Exceptional customer service skills and excellent communication skills to provide quick and accurate feedback to customers in a professional manner.
• Self-motivated team player with excellent interpersonal and communication skills.
• Able to interact effectively with customers, suppliers, and network services.

Education and Experience

Associate Degree in Information Technology or certification in the IT field; 1 year of experience with Microsoft Office Suite, Office 365 and Microsoft Windows 7 and Windows 10. A combination of education and experience can be considered.

Benefits:

• Health insurance
• Dental
• Vision
• Life and Disability Plans
• Flexible Spending Account
• EAP
• Paid Leave
• Retirement Plans