Specialist, IT Desktop Support

Position Summary

As a member of the IT Desktop Support team, this position is responsible for interfacing with the IT Service Desk as a 2 nd 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 completeness 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.

• Provide support to end users or processes that cannot be resolved by 1st level support (Service Desk)
• 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 help 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

As a member of the IT Desktop Support team, this position is responsible for interfacing with the IT Service Desk as a 2 nd 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 completeness 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.

• Provide support to end users or processes that cannot be resolved by 1st level support (Service Desk)
• 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 help 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…