Senior Specialist, IT Desktop Support

Job Description

As a member of the IT Desktop Support team, this position is responsible for interfacing with the IT Service Desk as a 2nd level escalation in user communication and technical support. This position will work extensively within the Incident, Service Request, Knowledge, and Asset Management processes, ensuring proper troubleshooting, restoration, and completion of services requested by the customer or internal IT teams.

Technology support is focused on all desktop interaction points that a customer may engage with, including access provisioning, hardware deployment, software management, general support and questions, compliance, and IT purchasing. In addition, this role serves as a mentor to other IT Desktop Support Specialist team members and often serves in a leadership capacity.

• Provide support to end users or processes that cannot be resolved by 1st and 2nd level support (Service Desk and Desktop Support)
• Serve as a Technical Lead and mentor to Desktop Support Specialists
• Work with end users and provide support services aligned to defined service level agreements (SLA) and to ITIL standards
• Monitor, troubleshoot and maintain all end user computing technologies including but not limited to desktops, laptops, docks, monitors, printers, LAN, phones, conference devices, mobile devices and related Operating Systems and software
• Uphold and implement security standards in compliance with IT Security department
• Manage support interactions through the IT Service Management System
• Support users by writing and maintaining documentation that helps to answer questions and resolve problems
• Assist Management in gathering information and creating processes, procedures, and policies
• Gather information for status reports on progress of projects, open items, and issues
• Follow the established standards for documenting projects, configurations, and standard operating procedures
• Perform all job related responsibilities with minimal management direction and guidance
• Work within the defined Incident, Request, Asset and Change Management processes
• Responsible for compliance including password management, documentation, maintenance, provisioning access and data protection procedures
• Work to minimize downtime impact on users through accurate communication, planning of scheduled downtimes and quick problem resolution for unscheduled downtimes
• Monitor performance, diagnose issues and perform emergency and scheduled maintenance as required on IT systems
• Participate in strategic initiatives by performing technical and process project activities
• Engage with audit and follow audit guidelines as requested
• Provide 24/7 on-site support as required
• Work on special assignments as they arise

• 5+ years’ experience supporting electronic user devices to include but not limited to desktops, laptops, printers, RF guns (mobile computers)
• Strong written and verbal communication skills
• Experience administratively supporting Microsoft Windows (Desktop and Server)
• Experience with Microsoft Office suite (Outlook, Visio, Excel, and etc.)
• Experience with network switching technology (VLAN, TCP/IP, DHCP, and etc.)
• Experience with diagnosing and troubleshooting software and hardware issues
• Able to lift 50 lbs.
• Self-starter/Ability to work independently
• Enthusiastic about technology
• Strong customer service skills
• Able to work quickly and effectively under pressure and to efficiently handle multiple priorities simultaneously
• Knowledge of the ITIL disciplines
• Proven leadership and work ethic

• Must be 18 years of age
• High school diploma is required;
  Bachelor’s degree from an accredited college or university in Computer Science, Information Systems, or related IT field is preferred
• Minimum 5 years of experience in a Service Desk or Desktop support environment
• CompTIA A+ or Network+ certification
• Microsoft certifications related to Desktop and/or Server support

• This is largely a sedentary role.
• This job operates in a professional office environment and routinely uses standard office equipment.
• May need to lift and transport moderately…