Job Title : Desktop Support

Location : Oklahoma city, OK

Duration : 6 Months

Job Summary :

Provide technical support of the organization's desktop computing environment while ensuring exceptional customer service in response to incidents and requests across the organization.

Responsible for installing, troubleshooting, repairing, maintaining, and upgrading computer hardware and peripheral equipment.

Level of Responsibility :

General responsibilities with standardized processes

Works under limited supervision

Resolves routine questions and problems

Refers the more complex issues to higher levels

Follows established procedures to accomplish requirements of job

Some latitude for deviation

Essential Functions :

Responsible for assisting in the effective provisioning, installation, configuration, operation, and maintenance of the required hardware, software, and related cloud and on-premise infrastructure.

Provide font line response, troubleshooting, diagnostics and resolution on general PC and network issues and support Microsoft core operating systems and business applications.

Performing hardware refreshes across enterprise environments (laptops / desktops).

Follow support methodologies based on ITIL standards to provide a highly performing and available environment.

Communicate effectively with clients on the status of tickets and resolutions.

Work collaboratively with peers to provide quick response, diagnosis, and resolution of client issues.

Work collaboratively with all IT teams to centralize and standardize processes.

Create tickets, record progress and resolutions on client incidents or service requests.

Effectively escalate client issues to appropriate resources when necessary.

Perform system and device installation and configuration.

Document commonly encountered issues and create documentation on newly implemented systems.

Ensure compliance with team metrics in accordance with department goals.

Work with end-users to implement IT skills.

Education / Work Experience :

Associate's Degree in Computer Technology or a related IT degree program, And 2 years desktop support experience

High School Diploma / GED And 4 years desktop support experience.

Experience with a broad array of technologies such as : Microsoft Windows 7 / 10, Active Directory, HyperV, VMWare, Citrix, Exchange, Office 365, Remote Desktop Services, and LAN / WAN networking technologies.

Experience with hardware and applications support as well as an understanding of networking technologies, including TCP / IP, DHCP, DNS, SMTP, OWA, LDAP.

Experience with remote access using VPNs and MFA.

Valid driver s license.

KSAs :

Knowledge of current systems software, protocols, and standards, including DHCP, DNS, TCP / IP, and Active Directory.

Working knowledge of IT security concepts.

Working knowledge of technology architecture.

Working knowledge of local area network administration.

Process driven with high attention to detail and excellent follow through skills.

Demonstrated experience with Windows systems installation, maintenance and troubleshooting.

Moderate level troubleshooting of both hardware, networking and software related issues.

Ability to effectively obtain, share, analyze and convey information.

Ability to collaborate with peers, managers, and clients.

Outstanding oral and written technical and non-technical communication skills, including the ability to interact with varying business and technology groups, as well as a keen attention to detail.

Must have good interpersonal communication and organizational skills to work with clients and manage critical issues.

Expectation of ongoing, active learning and skill growth in key technology areas including operating systems and applications.

Ability to provide after-hours support and / or be on-call.

Working Conditions / Physical Demands :

Must be available for 24-hour call and extended work day / weeks

Requires some travel and occasional overnight trips

Ability to work extensive hours at a computer terminal

Requires lifting up to forty (40) lbs

Desktop Support Specialist