Desktop Support Specialist

Under direct supervision, troubleshoots less complex technical issues and coordinates their resolutions with senior team members.

Essential Functions

• Identifies, researches and resolves basic level two issues and known problems for internal users
• Provides iPhone and MiFi support
• Works efficiently utilizing a ticketing system that must be kept current with full disposition details
• Performs supervised administration and maintenance of Active Directory users and groups
• Tracks, monitors and coordinates with senior technicians to ensure timely resolution to problems
• Communicates courteously and effectively with end users in problem resolution process
• Supports the company’s commitment to risk management and protecting the integrity and confidentiality of systems and data
• Stays current on the latest industry technologies, trends and strategies
• Completes work in a timely and accurate manner while providing exceptional customer service
• The above job description is a summary of job responsibilities and is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow instructions and perform tasks and other duties as assigned by their supervisor
• This position requires a high school diploma or GED
• Must have a minimum of 1 year of experience supporting customers as a desktop support technician or related IT experience
• 1 year of experience performing first level troubleshooting of WAN/LAN, VPN connections, and desktops is necessary
• Working knowledge of Windows 10 Operating Systems, Microsoft Exchange Administration tools, Microsoft Office Suite applications, software installations is necessary
• Basic knowledge of Microsoft Network Infrastructure and Architecture layout is required
• Must demonstrate strong attention to detail
• Ability to identify problems, review information to develop and evaluate options is essential
• Working knowledge of Microsoft Office, including Word, Excel, and Outlook is necessary
• This position requires good communication, interpersonal and customer service skills, including attentive and active listening to identify and address customer needs
• Ability to build and maintain strong professional relationships is necessary
• The ability to work efficiently and accurately under pressure, meet deadlines, present a professional demeanor and work well independently is essential
• Must possess strong organization skills, including the ability to multi-task and manage multiple projects to meet various deadlines in a fast-paced environment
• Customer service skills including the ability to manage and respond to different customer situations while maintaining a positive and friendly attitude is essential
• In addition, troubleshooting, organizational and problem-solving skills with a can-do attitude and the ability to adjust to changing requirements are essential