Specialist, IT Desktop Support

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.

 

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

 

 

 

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 i