Desktop Services Specialist

Desktop Technical Customer Service 3

Location: Wenatchee, WA (Onsite)

Duration: 12-month Contract (with possible extensions up to 5 years)

Pay Range: $32.08 – $35.06 per hour (exact pay will vary based on candidate location)

The role of the Desktop Technical Customer Support position is to assist Client Support staff with next level support on advanced technical issues and provide coordination and prioritization of the Client Support functions with the management and technical leadership of other Information Technology (IT) organizations. The technical support position is an information technology generalist and is the front line of support for IT systems and software that fields telephone calls, voicemails and emails from IT clients, resolves or refers IT issues, tracks issues using a central incident management application and may run various diagnostic programs for troubleshooting or monitoring purposes.

Position Responsibilities:

• Provide technical assistance over the phone or in person for a wide variety of hardware, software and site specific applications in an enterprise server-client environment.
• Facilitate the daily performance of computer systems
• Troubleshoot calls from the support desk and start the resolution process, bringing in other subject matter experts as required.
• Interpret IT client Operating System or server system and product issues and provide resolution when possible.
• Enter IT problem descriptions and troubleshoot the issue sufficiently to appropriately refer the problem to the correct IT support group
• Answer user inquiries regarding computer software or hardware operation to resolve problems.
• Enter commands and observe system functioning to verify correct operations and detect errors.
• Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
• Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
• Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.
• Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support
• Refer major hardware or software problems or defective products to vendors or technicians for service
• Develop training materials and procedures, or train users in the proper use of hardware or software
• Confer with staff, users, and management to establish requirements for new systems or modifications

Position Requirements:

Education & Corresponding Experience:

• A Bachelor of Science degree in Computer/Information Technology or a directly-related field is preferred.
• With an applicable Bachelor's degree, 6 years of experience is required.
• With an applicable Associate's degree, 8 years of experience is required.
• Without an applicable degree, 10 years of experience is required.
• Experience should be in the Computer/Information Technology or directly related technical field.

Required Technical Skills & Experience:

• 6 years of experience with Microsoft Windows 7 and Windows 10.
• 6 years of experience with Desktop/laptop configuration and troubleshooting.
• 6 years of experience with local and network printer configuration and troubleshooting.
• 6 years of experience with Desktop security practices, including patching and updating the OS, security settings in the OS and in applications and anti-virus and anti-spy applications.

Preferred Technical Skills & Experience:

• One or more of the following: A , MCP, MCSE, or other relevant industry certifications preferred. If not certified, must show relevant knowledge.
• Experience and working knowledge of Terminal Services/Citrix.
• Demonstrated skills in Microsoft Office Suite including Word, Excel, Outlook, PowerPoint and Access.