Desktop Support Specialist

Description

This request is for a Desktop Support Specialist to assist Client Services Operations to help support the high number of Service Desk requests, hardware installations, and customer software support required for the Highway Building.

Responsibilities

• Evaluates assigned IT incident and problem service desk tickets to appropriately prioritize and evaluate business impact.
• Proactively promotes positive customer relationships and mentors others to ensure client satisfaction and organizational success.
• Takes ownership of customer problems and works with a sense of urgency to resolve incidents and problems.
• Communicates status of progress to the customer.
• Provides updates on work progress to Customer Support Specialists and the Service Desk using call tracking system.
• Serves as a resource for other technicians to help solve complex problems.
• Skilled in different types of computer hardware, software, peripherals and components, networking protocols and communications.
• Installs and images new computers and loads appropriate software for customers.
• Deploys new business applications as needed.
• Installs local and network printers and other peripherals and configuration of same.
• Responsible for user data and migration of profiles as computers are replaced.
• Stays abreast of current technology in a changing environment. Identifies emerging trends and issues, researches and makes suggestions for technical solutions to solve current and future problems.
• Uses extensive knowledge to develop and/or implement information technology solutions to enhance organizational success.
• Works with Data Center Operations with user file server data storage, network reservations, data restores, various account creations and modifications (AD, email, NCID, CITRIX, etc.).
• Works with application development teams to identify application issues at the customer level and provide technical detail in order for development teams to accurately identify problems within applications.
• Works with network infrastructure teams to identify network issues at the customer level and provide significant technical detail to assist in network hardware resolutions.
• Leads team efforts and assesses and integrates the skills and strengths of individuals for project and organizational success.
• Provides status on project work to management.
• Creates and maintains all documentation of process and procedures for all areas this position is responsible for.
• Implements requirements of the IT Security Office and protects data from unauthorized access, alteration, destruction, or usage in a manner inconsistent with covered IT Security Policies and standards.

Qualifications

• Significant technical knowledge and experience with computer hardware, software, peripherals and components, networking protocols and communications.
• Experience installing and imaging new computers and loading appropriate software.
• Experience deploying new business applications and configuring local and network printers and peripherals.
• Experience managing user data and migrating profiles during computer replacements.
• Knowledge of current technology trends and ability to identify and suggest solutions to emerging issues.
• Experience working with Data Center Operations, application development teams, and network infrastructure teams.
• Strong communication and problem-solving skills.
• Ability to lead and mentor others.
• Experience creating and maintaining documentation for operational standards and IT security policies.