Desktop Support Specialist

Deliver quality customer service to computer users by providing a single point of contact to report Information Technology problems or inquiries. Provide numerous levels of support via phone and desk side. Rotating role between desk side support and provide technical support in the configuration, installation, and maintenance of desktop systems and peripherals.

Responsibilities:Support Organization staff by defining specific end-user desktop requirements and resolving desktop problems (includes PC hardware, PC software, peripherals, and digital desktop phones) Prioritization of trouble tickets/work orders Document trouble tickets in detail Provide status to customers of assigned tickets Install and configure desktop hardware and software in accordance with published policies Perform asset management activities of tracking software licenses and desktop usage. Requisition additional software licenses and hardware (PC’s, printers, scanner, phones, and components) in accordance with published guidelines Coordinate and perform following employee transition activities Configuration and installation of phone sets Configure and deploy desktop systems Create & disable user accounts Maintain remote access accounts as necessary Provide A/V support as necessary, to include Installation of laptops & projectors Installation of PowerPoint presentations Set up and operation of video cameras Installation & configuration of video teleconferencing systems Provide technical project support, as necessary Provide excellent customer service, via phone and in person, concerning all aspects of technology provided by the IT Department. Record all customer contacts, questions, and problems. Document the impact to the customer, and assign appropriate priority Conduct 1st level problem determination using documented procedures and available tools. Record problem symptoms and status information in a timely fashion, and communicate internally within the IT department and externally with the customer through resolution. Act as customer advocate/liaison with other supporting staff. Initiate escalation as appropriate to ensure management awareness of problems that are severe in nature or that are exceeding documented targets. Perform metrics reporting as necessary. Provide Level 1 support, and assist Level 2 support as appropriate. Provide day-to-day service delivery, and work on other projects as assigned. Provide on-call support, as needed, after work hours and on weekends. Assist in the development of Information Technology policies and procedures. Adhere to Information Technology policies and procedures. Other duties and tasks, as assigned.

 

 

 

Qualifications:

2+ years of related desktop support within a Windows environmentExperience in processing and resolving calls for technical support. A strong dedication to quality customer service, and a working knowledge of service delivery procedures. Strong verbal and written interpersonal and communications skills. Superior telephone etiquette and the ability to deal effectively with customers, peers, and management. Excellent follow through and attention to detail. Strong problem-solving skills and decision-making ability. Good task management and organizational skills. In depth knowledge of MS Suite products; Internet and E-Mail. General knowledge of business telephone system functionalities. A+ CertificationWorking knowledge of LANS/WANS a plus.

 

Education requirements                                                  

Must be a high school graduate with some college or equivalent related experience or training; or equivalent combination of education and technical experience.