Tier 2 Desktop Support

The Desktop Support Specialist position provides enterprise-level assistance to our end users on-site and remotely. This role provides support and incident management for a variety of IT related concerns across multiple businesses and level of users. Functions include but are not limited to troubleshooting hardware and software related concerns, phone support, access requests and printer issues. This is a customer service-oriented role, and a strong focus will be placed on appropriately communicating and following-up with impacted users. This role is a main point of contact for IT queries and an escalation point for incident management.

**This role is hybrid, based in Indianapolis, IN. Qualified candidates must currently reside in the Indianapolis, IN area.**

Essential Functions

• Accurately and efficiently diagnose and resolve problems related to the use of technology resources and applications. This includes issues related to the use of desktops/laptops, software, peripheral devices, connectivity, VPN and other concerns.
• Ability to work in a business unit location and be the main point of contact for users in that location. Locations rotate throughout Indianapolis based on need.
• Provide excellent customer service for each call, using verbiage that is appropriate and easily understood by non-technical clients.
• Ability to identify and resolve issues with end-user hardware, both corporate provided and user owned.
• Appropriate use of tools to log, track, escalate, research, resolve and close calls and incidents.
• Provide support for all IT related projects and implementations.
• Flexibility to work non-standard business hours (e.g. not 8AM-5PM) to provide support to end users. To include an on-call rotation for nights and weekends.
• Organized and able to manage multiple work streams simultaneously.
• Ability to communicate effectively with end users and other IT support personnel.
• Imaging of desktops and laptops to prepare for end user deployment.
• Maintain and develop system documentation, policies, procedures, forms, instructions, etc., as assigned.
• Provisioning and managing user access utilizing AD manager plus and Active Directory
• Willingness to identify and work with Network, Server, and Applications teams to assume responsibility of repeatable operational IT tasks.
• Other duties as assigned
• Additional duties and responsibilities as assigned, including but not limited to continuously growing in alignment with the Company’s core values, competencies, and skills.

Education Qualifications

• Required High School or Equivalent

Experience Qualifications

• Required 3 years technical support/service desk role, preferably in a professional environment.
• Windows 11 Operating System troubleshooting and configuration
• M365 experience to include installation, configuration, and troubleshooting of associated applications
• Desktop hardware installation, configuration, and troubleshooting
• Understanding of Microsoft Active Directory and Microsoft Exchange environments

Skills and Abilities

• Ability to hold themselves and others accountable to high standards
• Experience identifying and resolving issues independently. Demonstrates a solid sense of accountability and sound personal judgement.
• Ability to work in a self-sufficient and independent manner
• Courage to take initiative in unfamiliar or ambiguous circumstances.
• Excellent verbal and written communication
• Demonstrated creative thinking, analytical and problem-solving skills
• Maintains a high level of confidentiality
• Strong customer service orientation
• Ability to accurately capture details from users and escalate to other IT support groups.

Licenses and Certifications

• IT Information Library Foundations Certification (ITIL) - Zavata Preferred
• CompTIA A Certification - Computing Technology Industry Association (CompTIA) (CompTIA) Preferred

Working Conditions/Physical Demands

• Requires visual acuity to read screens and device indicators and fine motor dexterity for cabling and device connectors.
• Participate in an on call rotation to support after hours critical issues
• May occasionally use step stools or ladders to position equipment, with ability to lift up to 25 lbs.
• Must be able to stand, walk, bend, kneel, crouch, and reach while installing, configuring, and troubleshooting hardware or AV components.
• Requires fine motor skills to manipulate cables, connectors, tools, and small device components.
• Must be able to move throughout buildings and across sites to assist users, transport equipment, and support setups in various rooms and environments.
• Works on site at various business unit locations throughout Indianapolis, rotating based on operational need. A valid driver’s license required.