Information Technology Desktop Support

Summary

Responsible for Tier I software and hardware support. Diagnoses and resolves problems using documented procedures and checklists in the performance of most responsibilities. Enters call data into a tracking system. Escalates problems to higher level technical support professionals when necessary. Assists in the resolution of application, hardware and software problems.

The IT Desktop Support (Advanced) position is responsible for providing expert level technical support, managing complex IT issues, and ensuring the stability and security of end user computing environments. This role involves advanced troubleshooting, IT infrastructure support, process automation, and mentoring junior IT staff.

• Mentor Junior IT Staff and provide end-user training on new technologies
• Assist in File restores
• Work with IT Infrastructure for basic network status and port activation
• Escalate and collaborate with IT Team lead on critical incidents
• Diagnose and resolve high-level technical issues related to hardware, software, and network infrastructure
• Assists in coordinating and escalation of audiovisual setups and video conferencing support
• Virtual Meeting Applications knowledge preferred (MS Teams, Cisco Webex, Zoom, GoTo, etc.)
• Audiovisual Equipment knowledge preferred (Microsoft Teams Rooms certified equipment)
• Manage and remediate workstations with security vulnerabilities via Microsoft Endpoint Configuration Manager (MECM), and Qualys
• Participate in after-hours (evening & weekend) on-call rotation
• Manage or support IT projects, ensuring successful implementation, timely delivery, and alignment with business objectives
• Contribute to and finalize internal documentation, ensuring processes are clearly outlined for future reference by IT staff
• Travel to remote locations to provide support, as needed
• Perform other duties as assigned

• High school diploma or equivalent; additional certifications or relevant education is a plus.
• IT Enterprise experience is preferred
• Minimum two years' experience in customer service and quality assurance.
• Previous experience using a ticketing system that manages support requests and monitoring trends.
• Experience with scripting and automation.
• Ability to manage multiple priorities and work independently or as part of a team
• Capacity to perform in high-pressure situations, with strong organizational and time-management skills
• Excellent problem-solving and communication skills.
• Strong technical troubleshooting skills with hardware and software issues.
• Understanding help desk processes and service management principles.
• Ability to lift up to 50 pounds

• Associate's or Bachelor's Degree, or technical institute degree/certificate in Computer Science, Information Systems, or other related field. Or equivalent work experience.

• 0 to 1 year of IT work experience in computer systems or support with demonstrated working knowledge of basic hardware and software products and problem solving/troubleshooting skills.

Learner/entry level role. Provides Tier 1 support of low to medium complexity. Functions, somewhat independently, under general direction of more senior customer service representatives, supervisors or managers. Generally follows documented procedures and checklists.