The Desktop Support Specialist is responsible for providing day-to-day technical support to internal customers. This position requires a highly motivated problem solver with excellent customer service skills and desktop engineering skills. The candidate is responsible for installing, configuring, and troubleshooting Microsoft Windows, notebook computers, peripherals, tablets, and other relevant technological items, including Audio/Visual equipment. Will work closely with other members of the IT department to support all end users. In addition, will need to provide IT support at other locations.

Essential Duties And Responsibilities 

• Provide Tier1 and Tier 2 infrastructure/desktop technical assistance, support and analysis for incoming requests through the bank's online service & request tracking system both remotely, over the phone and/or in-person; Triage, Resolution/Follow-Up with clear documentation of progress
• Document common issues/causes/solutions; policies and procedures; user-guide creation; FAQs and web-based guides.
• Setup, maintain, diagnose and troubleshoot problems with Windows operating system and various software applications, file-sharing, printing, and imaging/cloning/system configurations.
• Setup, maintain, diagnose and troubleshoot problems with mobile devices including (but not limited to): Apple iPads & iPhones and Android-based devices.
• Manage the deployment or reimage/refresh of hundreds of laptops and desktops; including safe backup and transfer of user data accordingly.
• Oversee installation/configuration/troubleshooting of various printers, scanners, MFD's and other devices.
• Maintain inventory of all technology assets.
• Identify current trends and common issues; suggest proactive solutions to potential issues. 

Skills, Education & Experience 

• High-School Diploma or GED required.
• Minimum 5-7 years of experience in setup, configuration, troubleshooting of desktop/notebook/mobile hardware and software (Windows/iOS/Android).
• Knowledge in the use and configuration of Microsoft Office for PC.
• Some knowledge of TCP/IP networking and related services (i.e. DNS, SMTP, DHCP, etc.) Active Directory user and group concepts, management, and administration.
• Ability to clearly communicate technical concepts to non-technical people.
• Ability to identify and escalate situations requiring urgent attention.
• Experience supporting a variety of Wi-Fi enabled devices.
• Experience supporting A/V equipment is a plus.
• Experience creating/maintaining system images for Windows.
• Experience with full disk encryption software.
• Experience in automation and scripting: PowerShell, VBScript, batch, etc., a plus but not required.
• Knowledge of ServiceNow.

PM22