IT Desktop Support Specialist

About This Role

This desktop support specialist role focuses on providing end-user support and service request assistance to both customers and the Desktop Support Team. It involves in-depth knowledge of PC and Mac hardware, operating systems, printer diagnosis, and networking functionality, as well as intermediate knowledge of end-user applications.

Responsibilities

• Provide prompt initial response to all assigned service requests, ensuring standard performance requirements are met or exceeded
• Troubleshoot system problems and complete repairs in a timely and efficient manner, ensuring minimal recurrence of problems
• If unable to repair on the initial visit, validate the user
• Effectively use remote assistance tools, knowledge base, and other tools to diagnose and repair customer issues within target time limits
• Provide customers with regular communication regarding the status of repairs/installs, including notification when repairs are complete
• Communicate appropriate advice and techniques to customers to avoid future incidents of a similar nature
• Appropriately document all required information into the call tracking system
• Complete site-specific preventative maintenance checklists
• Escalate service requests to appropriate IT support for resolution if problems cannot be handled within provided time constraints
• Meet required productivity expectations, including Technology Services metrics
• Meet all performance service level targets
• Make every attempt, when appropriate, to resolve service requests remotely
• Partner with team members to communicate new solutions and assist other technicians when call volume is low
• Demonstrate a solid working knowledge of PC operations, including hardware, operating systems, and network settings
• Contribute to the knowledge base through research of articles, training courses attended, on-the-job learning, etc.
• Attain CompTIA A+ or equivalent certification within 3 months of hire date

Requirements

• Minimum 3 years of IT Service experience
• Minimum 3 years of PC MAC OS support experience, diagnostic/troubleshooting, and repair
• Minimum 3 years of experience with equipment, software installation, and upgrades

Nice to have:

• IT Certifications to include CompTIA, Microsoft, or Apple Certifications

Benefits

• Medical, dental, and vision insurance with an employer contribution
• Flexible spending or health savings account
• Life and ADD insurance
• Short and long-term disability coverage
• Paid time off
• Employee assistance