Desktop Support Specialist

Duties:
Hybrid: 11 days a month in office Training for first week will be onsite (no days at home that week)

Provides advanced level telephone and on-site end-user support for hardware installations and software applications. Uses knowledge and experience to perform a variety of tasks requiring in-depth analysis and evaluation in making decisions and recommending solutions. Extensive contact with internal customers is required to identify, research, and resolve problems.

• Installs, configures, troubleshoots, and resolves problems on a wide variety of commercial off the shelf (COTS) and proprietary software via telephone/remote control access and occasional on-site support.
• Monitors the call tracking system for new Incidents and Requests in addition to troubleshooting and resolving client issues per service level agreements.
• Provides detailed documentation of activity in the call tracking system.
• Communicates technical information to a non-technical audience.
• Assists clients with the installation of corporate standard software images.
• Stays abreast of, and complies with, company and department policies and procedures as related technology and end-user support.
• Effectively communicates to clients, peers, and management any system issues that affect the quality or reliability of supported systems.
• Documents product problems and their resolutions in a knowledge database for future reference.
• Participates in testing new product releases and/or enhancements.
• Leads or participates in projects requiring cross functional coordination.