Desktop Level II Support Specialist

Job Duties and Responsibilities

• Maintenance and upgrades to existing software and hardware.
• Installation, configuration and customization of new software and hardware.
• Aid end-users in utilizing advanced software features.
• Provide Phone/Email support for calls from the helpdesk.
• Plan, coordinate, and schedule events with all involved.
• Provide training and knowledge transfer as required.
• Other activities and duties as assigned.

General Skills/Abilities

• Commitment to understanding and fulfilling the needs of the Technical Support customer base.
• Willing and able to follow written and verbal instructions, adhere to company and department policies.
• Effective communicator with customers, vendors, and other Technical Support staff.
• Capable of managing time to be most productive; meeting commitments; and handling project management.
• Technical knowledge of personal computer hardware and software, as well as peripherals such as printers and VoIP phones.
• Able to adapt and contribute as a team member in an ever-changing environment.
• Able to work on feet, reach and bend, lift, and carry 50 pounds, and use equipment to lift or carry anything over 50 pounds.

Troubleshooting/Technical Skills

• Experience in Windows 10, VDI (VMWare Horizon Client), O365 and Terminal Server Environment.
• Experience in Jabber, ServiceNow, vSphere / View Administrator, AirWatch Workspace 1 / Boxer, LANDesk, Zoom, WebEx, Adobe and LANfax is a plus, as well as knowledge of Microsoft Edge and Google Chrome.
• Familiarity with networked HP Printers, Canon Copiers, and Xerox printers/copiers.
• Understanding and utilization of advanced features of Microsoft 2016 Word, Excel, Access, and Outlook.
• Networking equipment knowledge is a plus (cabling, tracing, etc.).
• Ability to apply software knowledge to solve business problems and transfer knowledge to end-users for on-going use.
• Comfortable working with users in a fast-paced one-on-one environment.
• Able to document problem resolutions and implemented technical solutions within our chosen ticketing system, as well as creating technical documentation for end users and IT department reference.

Specific Skills and Preferences

• A sound understanding of who the technical support customers are, and a willingness to meet their technical needs.
• A team player and ability to communicate with customers and other technicians both onsite and offsite via verbal, written and telephone communications.
• Responsive and sympathetic to end-user needs and priorities.
• Motivated to provide quality, long-term solutions to end-user problems.
• Patient in problem-solving situations.

Communication Skills

• Excellent telephone and verbal communication skills are a must.
• Ability to concisely document and convey: Problem symptoms, causes and resolutions.
• Procedures, manuals, and user guides.
• Able to coordinate technical resources, both internal and external, to resolve user problems.