IT DESKTOP SUPPORT SPECIALIST

About the role

Provides Level II (field) support to end-users for PCs, hardware, software and peripheral devices under general supervision. Handles problems that Level I (phone) support is unable to resolve. Interacts with network services, desktop services and applications teams to correct problems and identify issues. Escalates more complex problems to Senior Help Desk Support Service Specialists or Field Services Managers.

Responsibilities

• Answer calls promptly and within a specific time line to ensure high level of service availability to customers.
• Provide Level I (phone) and Level II (field) support for problem tickets and logs, using current reporting systems, including clear and concise problem descriptions and/or resolution comments when closing the support ticket or referring to next level support.
• Diagnose and repair PC hardware, software, and peripheral devices.
• Maintain a working knowledge of Windows based software applications.
• Participate in 24-hour on-call and Tech On-Call pager coverage, responding to pages.
• Document installation instructions and troubleshooting steps.
• Transport equipment using Sparrow services and/or personal vehicle.

Requirements

• A+ Certification and demonstrated skill set, or 4 years experience in IT field service role.
• Valid driver’s license and working transportation.
• Microsoft certifications - MCDST, MCP preferred.
• At least one year of experience in a Helpdesk Level II (field) support role.
• High school education or equivalent.
• Associate Degree in Computer Science, Information Technology, or closely related field preferred.

Specialized Knowledge and Skills

• Knowledge of Operating Systems software required.
• Demonstrated oral and written communication skills, problem-identification and problem-solving skills.
• Strong customer service skills.
• Positive, cooperative, motivated attitude.
• Understanding of general networking and topology architectures.

Qualifications

Associates may be asked to perform additional duties as assigned by their leader. Leadership has the right to alter or modify the duties of the position.