Position Description
As a member of the Information Technology team, the Desktop Support Specialist will provide prompt and accurate technical support to company employees on Windows operating systems as well as third-party and proprietary applications. They will also be required to monitor and maintain all desktop hardware and peripherals related to day-to-day operations.
Knowledge, Skills, and Abilities
- Advanced skills with Windows operating systems, applications, and administration
- Experienced in software, hardware, and peripheral “hands-on” troubleshooting
- Working knowledge of IT ticket tracking and asset management tools
- Some experience with Microsoft Active Directory
- Virtualization experience helpful
- Self-motivated, detail-oriented with excellent communication skills
Essential Functions
- Act as the first point of contact for documenting and troubleshooting customer issues
- Diagnose cases accurately via phone, remote tools, and on location
- Install and configure software related to daily operational requirements
- Install, QA, and maintain hardware components on all desktop workstations
- Perform necessary configuration and maintenance on all additional IT assets
- Manage inventory: generate, track, and receive purchase orders to fulfill requests and replenish IT stock
- Maintain IT hardware and software asset database
- Track technical support activities in a helpdesk ticketing system
- QA, schedule, and deploy patches/hot fixes/service packs
- Create and distribute accurate and thorough written communications inter-departmentally
- Work with minimal supervision while maintaining a high quality of service
- Work within a seven-day workweek schedule as well as a weekly “on-call” rotation
- Must be able to lift a minimum of 50lbs
Education and Experience
- Minimum of two completed years of higher education and/or trade school with a focus on IT
- At least one year’s experience working in a helpdesk or similar IT support environment
