Desktop Support

DESCRIPTION:

This position has primary responsibility for managing all support calls that come into the department that is escalated by the IT Service Desk, whether through e-mail, phone, or walk-ins. Tier 1 problems should be resolved by the IT Service Desk Engineer. This person should be a team player with the ability to bring new ideas to the team and to openly and regularly share knowledge with the team. There is regular interaction with staff outside of the IT area, which requires this individual to have the ability to interact effectively with management, and vendors. Work processes are directed by the IT Service Desk Manager. In addition, this position will monitor and manage the service desk ticketing system in place and report daily the status of open tickets and recurring issues.

RESULTS MEASURED BY THE FOLLOWING RESPONSIBILITIES:

• Manage the service desk ticket tracking system, including running reports, making system configuration changes, and alerting management to trends;

• Perform field work, including repairs of desktop hardware (including peripheral devices) and software;

• Responsible for creating new users, terminating user access, monitoring and managing virus intrusions, and ordering parts and supplies as needed;
• Maintain an efficient, reliable, and cost-effective desktop environment;
• Provide Applications support to users;
• Responsible for Desktop standards;
• Assist Systems Engineers/Administrators with operating system deployment, software deployment, and updates.

SKILLS/QUALIFICATIONS:

Education/Work Experience:

• Minimum of 5 years of experience providing customer support in a technical environment;

• Applicable professional certifications (A , Network , Security , MCSA) highly desirable;
• Bachelor s Degree in Information Systems, Engineering, or related discipline is highly desirable;
• Experience with ticket management software is required;
• Experience with Laptop
• Must have previous Helpdesk environment experience

• Experience utilizing Microsoft Office applications is required;
• Experience with Office 365
• Experience with Microsoft TEAMS
• Experience with Microsoft Outlook
• Experience with Microsoft Windows;
• Experience with Microsoft Exchange;
• Experience with Microsoft Active Directory and Group Policy is Plus;
• Experience with Operating Systems

Job Knowledge/Skills:

• Demonstrable in-depth knowledge and understanding of desktop systems, software, and peripherals;
• Demonstrable ability to effectively troubleshoot complex problems with minimal information;

• Demonstrable skills in utilizing Microsoft Office applications, and the ability to train users to use these applications effectively;
• Effective oral and written communication skills;