Job Description

Desktop Support Specialist

Desktop Support Specialist

IT Operations

Exempt Regular 1.2

Location: Adelphi, MD (Hybrid)

The Desktop Support Specialist is responsible for maintaining user uptime and improving their computing experiences through proactive remote monitoring, maintenance, and problem identification and resolution. He or she will be knowledgeable of all technologies and expected to contribute to new product features and testing. You are expected to troubleshoot problem areas (in person, by telephone, or via e-mail) in a timely and accurate fashion and provide in-person, hands-on assistance at the desktop level. The Desktop Support Specialist will report directly to the Sr. manager of operations and will serve as a conduit to provide feedback from team members to leadership. He or she will work with leadership and collaborate on key objectives for the team.

Duties and Responsibilities:

• Provide on-site desktop support services for preventative, predictive, and remedial hardware/software maintenance on technology assets following Standard Operating Procedures (SOP's).

• Diagnose and troubleshoot application incidents and problems escalated from the Service Desk or end-users.

• Ensure proper documentation and use of the ticketing system.

• Supports a wide range of IT services including but not limited to: PC, MAC, mobile devices, VPN/RSA token, Video Conference, software and basic network support.

• Demonstrates relationship building, effective communication skills with team members and third parties in the process of resolving incidents / service requests, knowledge transfer resulting in efficient and effective incident management.

• Contributes to hardware, software, services enhancements by identifying when established procedures are not working and if there are gaps in processes and makes recommendations for improvements

• Develops and edits customer and technical support knowledge base documentation

• Keep peers and managers informed of significant problems and unexpected delays.

• Produces routine reports on trends in problem calls to prevent future problems.

• Ability to resolve Tier 2 hardware, software, application, and networking problems.

Skills :

• Excellent customer service, interpersonal skills, time management, and problem-solving skills.

• Excellent understanding of computer hardware, operating system functions, and components. Must be familiar with multiple makes/models of desktops and laptops and be able to troubleshoot and escalate as appropriate

• Mac OS X and Windows troubleshooting and configuration skills

• Mobile and tablet device troubleshooting and configuration skills (iOS and Android)

• Knowledge of Network Essentials, Intune and Microsoft 365, VoIP systems, and basic AV skills.

• A broad range of technology experience (Servers, Desktops, printers, Security, Cloud Services, Networking Equipment, etc.)

• Experience working in a high-paced service desk/help desk environment

• Experience with asset management and project management

Education & Experience Requirements :

Experience:

• 3+ years in Information Systems in area of managed specialty (infrastructure, applications, operations, development)

• 1+ years of field support experience

Preferred Experience Requirements :

Education:

• Bachelor's Degree

All submissions should include a cover letter and resume.

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