Desktop Support Specialist

Job Description

Customer Desktop Support candidate needed uses technical expertise and understanding of business needs to evaluate assigned IT incident and problem service desk tickets to appropriately prioritize and evaluate business impact.

Customer Desktop Support – uses technical expertise and understanding of business needs to evaluate 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.

Responsibilities:

• 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.
• Has significant technical knowledge and 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 configures 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 so that development teams 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.

Project Management – Ability to lead projects that require directing the work of others with some latitude on actions or decisions. 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.

Develop and maintain appropriate documentation for all responsible areas – responsible for creating and maintaining all documentation of process and procedures for all areas. This documentation is used by team members for operational standards and operational level agreements. All documentation reviewed annually.

System Security – [No specific details provided]