Desktop Support Specialist

Schedule

5 PM to 3:30 AM, Tuesday – Friday (4×10 overnight shift)

Responsibilities

• Provide direct face-to-face, world-class end-user support with an emphasis on quality resolutions
• Improve end-user productivity by completing triage, offering advice, teaching, and developing solutions to common challenges with office products and capabilities
• Provide hardware break/fix support and warranty support for current desktop, laptop, tablets, and workstation devices
• Provide operating system and application support to diagnose and resolve unique, non-recurring problems
• Reimage systems as required
• Identify potential escalations and proactively alert management as needed
• Partner with other IT teams to ensure problem resolution and root-cause identification
• Recommend and/or perform upgrades on systems
• Work with procurement staff to purchase hardware and software
• Complete installation and testing of computers and peripherals within established standards and guidelines
• Provide basic support for mobile devices and printers
• Provide primary support to executive users
• Provide equipment move services
• Ensure configuration and inventory management database entries are complete and accurate
• Provide time/resource estimates for assigned tasks, including time-tracking activities
• Local travel as needed
• Perform other duties as assigned

Requirements

• Professional demeanor and strong customer service, consulting, and training skills
• Experience troubleshooting/repairing desktop and laptop hardware in the field or a related area
• Basic understanding of networks, Intel servers, and telecoms
• Strong break/fix skills for desktops, workstations, notebooks, and Dell tablets
• Strong Microsoft Office skills (Outlook, Excel, Word, and PowerPoint)
• Strong Microsoft operating system troubleshooting skills
• Strong macOS operating system (Big Sur & above) troubleshooting skills
• Strong problem-solving and critical-thinking skills
• Strong written and verbal communication skills
• Self-motivated with the ability to work independently with minimal supervision
• Excellent time-management skills
• Detail- and process-oriented
• Ability to walk long distances across large facilities
• Must be able to pass a background security check
• Valid driver’s license and reliable transportation

Qualifications

What will make a candidate stand out:

• Experience with ticketing systems (ServiceNow, Smart IT, IT Connect, etc.)
• Experience working with executives
• Certifications: Hardware (A+ or equivalent), Microsoft (MCSA Windows 7, 8, or 10), Network (CCNA or CCNP)
• Experience performing remote control of PCs and video-conferencing knowledge
• SCCM experience