What are the responsibilities and job description for the Desktop Support Specialist position at Infojini Inc?
Job Description:
Mostly help desk tier 2 and 3 troubleshooting of Windows and Mac systems, 90% Windows. Also, Android and iPhone troubleshooting, Teams, Email/Outlook, etc.
Work schedule: 8:30 AM to 5 PM, Monday through Friday, on-site. (no remote work).
Skills/Experience needed/desired:
Tier 3 help desk technician.
Duration: 3 months
Classification Summary
CLASSIFICATION SUMMARY
Provides tier one technical support for server and computer information systems. Utilizes specific knowledge of computer hardware, software, and general Information services procedures, and business applications. Maintains technical documentation of desktop management. Provides technical advice and resolutions relative to problems involving user interface, browser, hardware, and supporting software. Works remotely to analyze hardware and software to identify issues and triage in accordance with routine procedures.
DISTINGUISHING CHARACTERISTICS
Positions in this classification provide first level information technology support and related tasks, serving in a helpdesk support capacity.
Essential Functions
Acts as first point of contact for agency-wide IT Service Desk issues. Provides responsive and courteous hardware/software troubleshooting, support, and maintenance on desktops, laptops, servers, printers, multifunction copiers, phone systems, mobile devices, and audio/visual conferencing. Drives to various locations in service territory to install, repair and/or troubleshoot agency equipment.
Installs, configures, and maintains software/hardware for client information and business servers.
Ensures agency productivity and security is sustained by maintaining end user computing devices. Ensures software and firmware are patched, deploys devices with relevant security and usage policies, and trains employees in proper use.
Tracks deployed end user devices and installed software. Enforces software-licensing requirements and purchases new software as needed. Ensures spare inventory meets the growing needs of the agency and orders new equipment as needed.
Identifies gaps in procedure and documentation for technical and non-technical users. Creates and maintains procedures and documentation.
Initiates, plans, designs, executes, and monitors small to medium IT projects for client. Provides a supporting role for larger projects to ensure the successful completion of specific project goals.
Maintains confidentiality.
Displays regular and consistent attendance.
Performs related work as required.
Qualifications
Knowledge of:
Various enterprise systems and software applications
agency computer security principles
Risk management principles
Business English
Standard office procedures
Microsoft Office products
Skill in
Performing a variety of duties, often changing from one task to another of a different nature (multi-tasking)
Customer service
Communications (verbal and written)
Troubleshooting
Organizational/time management skills
Attention to detail
Computer and database skills
Ability to:
Work with databases and networks
Build and deploy new computer systems
Purchase new and replacement hardware
Maintain inventory of computer equipment
Install and upgrade software
Create and maintain comprehensive project documentation
Establish and maintain effective working relationships
Meet schedules and deadlines of the work
Follow verbal and written instructions
COMPETENCIES
Regularly meets expectations for work schedule, accomplishing assignments, and serving as a source of supply and support for the department, customers, and/or the organization.
Demonstrates responsibility for, and handles accurately, the details associated with one’s work.
Analyzing and diagnosing problems to resolve them or minimize their negative consequences. Isolating, defining and seeking solutions to problem areas. Analyzing problems or procedures, evaluate alternatives, and select best course of action. Adapting traditional approaches or devising new approaches, concepts, methods, designs, processes, technologies and systems.
Speaks, writes, and listens effectively in a variety of circumstances, sharing information and ideas with others.
The demonstration of specialized knowledge required to perform the job. Taking initiative in learning and implementing new concepts, technologies, and/or methods.
Operates personal computer; accesses desired applications and utilizes needed programs, tools, and utilities.
MINIMUM QUALIFICATIONS
Associate Degree in Information Technology or a related field and
Two years of experience providing information technology support to end users.
Experience may be substituted for education on a year for year basis.
DESIRED QUALIFICATIONS
Public sector experience desired.
LICENSING, CERTIFICATIONS AND OTHER LEGAL REQUIREMENTS
Physical Requirements
The position involves light physical demands, such as exerting up to 40 lbs. of force occasionally, and/or up to 10 lbs. of force frequently, and/or a negligible amount of force constantly to move objects. May occasionally need to move boxes/equipment from 5 to 40 pounds.
Working Conditions
This position works in an office environment relatively free from unpleasant environmental conditions or hazards.
Employees in this classification serve on rotating 24-hour on-call.
Occasional travel between agency buildings/sites, or to pick up materials from vendors may be required.