Desktop Support/AV Specialist

Desktop Support/AV Specialist

Desktop Support

US Exempt Regular

Full time

Stateside Exempt 1.2

Location: Adelphi, MD (Hybrid)

Summary:

This position is responsible for ensuring accurate and timely technical support and problem resolution to internal and external customers. Resolves complex and everyday service requests relating to PC, server, and network hardware and software problems and malfunctions; interacts and consults with customers to manage customer satisfaction; provides guidance, assistance, and follow-up on customer inquiries; and assists in the implementation of desktop hardware and software.  Supports Audio/Visual (AV) services to include video conferencing software and hardware solutions.

Duties and Responsibilities:

• Customer Service: Meet/exceed customer expectations in responding to service requests, incidents, and tasks in accordance with established Help Desk metrics, procedures, and guidelines; work with other team members in delivering quality service; review assigned daily; follow up and provide status updates to customers; alert management, team members, and other IT groups when sensitive issues arise or a major problem is suspected; keep team members abreast of the status of current requests; minimize customer downtime and productivity loss from technology malfunctions.

• Desktop Support: Respond to the diverse desktop hardware and software problems reported by customers in accordance with established procedures and service guidelines; identify the cause, implement a solution, share solutions with peers, and document when necessary; take proactive steps whenever possible to prevent problems from recurring; use team members, peers, vendors, and other resources to resolve more complex problems as quickly as possible. Frequent follow-up and “high-touch” care is a must.

• A/V Support: respond to inquiries within a specified timeframe to resolve audio and video related services.  Understand video conferencing solutions and be able to provide end-user support in a timely manner to minimize downtime and impacts to users.  Have the ability to troubleshoot software and hardware issues related to A/V and lead engagements and escalations with vendor provided support.

• Telephone Support: Respond to inquiries within a specified time frame; resolve all requests in your que, utilizing all resources available to do so; work with the company to monitor, prioritize, escalate, and dispatch calls that cannot be solved over the phone; capture information on all incoming calls in company problem tracking systems (if applicable), and ensure that data is updated in a timely way to provide customers and management with status updates and reports as needed; monitor file servers, fax servers, mail gateways, and other service machines at regular intervals during the day to ensure consistent availability. Always maintaining a positive and pleasant tone with users is required.

• Problem Tracking Data Quality: Ensure that data pertaining to the status of tickets entered into the problem tracking system (if applicable) accurately and promptly on a daily basis to provide an up-to-date picture of service delivery status and backlog.

• Software and Hardware Installs: Assist IT team members in installing new hardware and software as necessary and participate in the evaluation of new products and standards by working in partnership with IT and business users; participate in the definition of standard installation and upgrade procedures to ensure smooth, nondisruptive release upgrades and configuration changes; suggest changes and alternatives when appropriate. Follow up with customers to ensure satisfaction and exceed their expectations.

• Restore Processing: Understand the backup and restore environment and assist in restoring customer files on request and within service guidelines.

• Continuous Improvement: Continuously strive to improve customer support; identify opportunities and recommend solutions for improving service efficiency and effectiveness; participate in initiatives (e.g., committees) to address service issues.

• Project Work: Work on special assignments and projects, such as new product rollouts, and balance project work with day-to-day problem-solving responsibilities; perform routine assignments (e.g., report generation) according to predetermined schedules. 

• Environmental and Technical Currency: Keep abreast of the technical aspects of the IT environment; have a working knowledge of department-specific applications; attend seminars and suitable educational classes; seek out insight and on-the-job training from peers and other internal and external resources.

• Assist internal customers in using Windows and Macintosh computers, per