IT Desktop Support Specialist

Position Summary

As a member of the IT Desktop Support team, this position is responsible for interfacing with the IT Service Desk as a 2nd level escalation in user communication and technical support. This position will work extensively within the Incident, Service Request, Knowledge, and Asset Management processes; ensuring proper troubleshooting, restore, and completeness of services requested by the customer or internal IT teams. Technology support is focused on all desktop interaction points that a customer may engage with, including, access provisioning, hardware deployment, software management, general support and questions, compliance, and IT purchasing.

Qualifications:

Knowledge, Skills & Qualifications

• 3 years’ experience supporting electronic user devices to include but not limited to desktops, laptops, printers, RF guns (mobile computers)

• Strong written and verbal communication skills

• Experience administratively supporting Microsoft Windows (Desktop and Server)

• Experience with Microsoft Office suite (Outlook, Visio, Excel, and etc.)

• Experience with network switching technology (VLAN, TCP/IP, DHCP, and etc.)

• Experience with diagnosing and troubleshooting software and hardware issues

• Able to lift 50 lbs

• Self-starter/Ability to work independently

• Enthusiastic about technology

• Strong customer service skills

• Able to work quickly and effectively under pressure and to efficiently handle multiple priorities simultaneously

• Knowledge of the ITIL disciplines

Education and Experience

• High school diploma is required; Bachelor’s degree from an accredited college or university in Computer Science, Information Systems, or related IT field is preferred

• Minimum 3 years of experience in a Service Desk or Desktop support environment

Minimum Qualifications

• Must be 18 years of age

Travel Requirements

• Typically requires travel less than 5% of the time

Physical Requirements and Work Environment

• This is largely a sedentary role.

• This job operates in a professional office environment and routinely uses standard office equipment.

• May need to lift and transport moderately heavy objects, such as computers or peripherals.

Responsibilities:

Essential Duties & Responsibilities

• Provide support to end users or processes that cannot be resolved by 1st level support (Service Desk)

• Work with end users and provide support services aligned to defined service level agreements (SLA) and to ITIL standards

• Monitor, troubleshoot and maintain all end user computing technologies including, but not limited to, desktops, laptops, docks, monitors, printers, LAN, phones, conference devices, mobile devices and related Operating Systems and software

• Uphold and implement security standards in compliance with IT Security department

• Manage support interactions through the IT Service Management System

• Support users by writing and maintaining documentation that help to answer questions and resolve problems

• Assist Management in gathering information and creating processes, procedures, and policies

• Gather information for status reports on progress of projects, open items, and issues

• Follow the established standards for documenting projects, configurations, and standard operating procedures

• Perform all job related responsibilities with minimal management direction and guidance

• Work within the defined Incident, Request, Asset, and Change Management processes

• Responsible for compliance including password management, documentation, maintenance, provisioning access, and data protection procedures

• Work to minimize downtime impact on users through accurate communication, planning of scheduled downtimes and quick problem resolution for unscheduled downtimes

• Monitor performance, diagnose issues, and perform emergency and scheduled maintenance as required on IT systems

• Participate in strategic initiatives by performing technical and process project activities

• Engage with audit and follow audit guidelines as requested

• Provide 24/7 on-site support as required

• Work on special assignments as they arise