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- The Desktop Support Specialist 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, restoration, 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 restoration, hardware deployment, software management, general support and questions, compliance, and IT purchasing.
- 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 standardsMonitor, 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 SystemSupport 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 guidanceWork 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 requiredWork on special assignments as they arise.
- 3+ years experience supporting electronic user devices to include but not limited to desktops, laptops, printers.
- 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 lbsSelf-starter/Ability to work independently.
- Enthusiastic about technology.
- Strong customer service skillsAble to work quickly and effectively under pressure and to efficiently handle multiple priorities simultaneously.\
- Knowledge of the ITIL disciplines.
- Must be 18 years of ageHigh school diploma is required;
- Bachelors 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.
- This is largely a sedentary role.
- This job operates in a professional office environment and routinely uses standard office equipment.
- Work may be performed in a clean room environment.
- While performing the duties of this job, the employee may be required to sit or stand for long periods of time.
- Operator is required to use computer.
- Must be able to occasionally move and lift objects of up to 50 pounds. Typically requires travel less than 5% of the time