Desktop Support Specialist
Role description
Summary: The Desktop Support Specialist will provide remote and desk side/hands-on support for incidents and service requests.
Key Areas of Responsibility
• Operations: Facilitate the business' needs for ongoing technical and project support.
• Policy: Follow all team and asset management guidelines and procedures.
• Engagement: Respond to requests for technical support in a timely manner.
• Provide first and second level desktop support for desktop hardware and software.
• Complete and close incidents and services requests in a timely manner.
• Update incidents and service requests within agreed response times.
• Meet all productivity and quality goals as measured by the department.
• Participate in hardware refreshes performing workstation deployments and app migrations
• Follow all asset management guidelines and procedures
• Create and submit knowledgebase documentation
• Provide corporate IT helpdesk support to the end users and their devices such as laptops and mobile phones. Responsible for corporate Email, Collaboration tools, end-user applications (all non- engineering applications), ITSM (Information technology service management), change management, asset inventory and end-user productivity applications for the corporate IT environment.
• Manage corporate IT network, office data room, VDI (Virtual Desktop Infrastructure), Azure, meeting room infrastructure, MFP, Wi-Fi, phones, and end-user devices.
• Responsible for onboarding/offboarding for employees, including access management and changes during tenure.
Education and/or Experience Qualifications
• Bachelor's degree Preferred
• 2-4 years' experience in an IT related role
MCSA (Windows 10) a plus
Required Qualifications
• Excellent verbal and written communication skills in English and Spanish with the ability to effectively interact with stakeholders and leadership
• Strong attention to detail and possess the ability to write and present information and documentation
• Strong ability to manage multiple issues at once.
• Demonstrated organizational and time management skills.
• Ability to work under general supervision and have strong interpersonal skills
• Demonstrated ability to provide in-person, walkup or remote IT support
• Experience deploying and supporting Windows Desktop OS, Mac OS Support Preferred
• Experience installing/uninstalling PC hardware/software
• Experience performing mass workstation deployments and migrations
• Must be willing to respond to on-call pager system after hours for support emergencies
• Ability to move about inside the office as needed to support customers.