Senior Desktop Support Specialist
The Desktop Support Lead is a key position responsible for ensuring the absolute best technical service and support is provided to our customers. This position will fill two primary roles within the End User Support Group. The first role is the efficient and customer-focused resolution of end-user support issues assigned. The second role is to act as the Lead for the group and the primary escalation point for all issues that others in the group were unable to resolve.Job Responsibilities
- Works on extremely complex problems in which analysis of situations or data requires an evaluation of intangible variables
- Provides second-level support to all individuals in the end user support organization
- Exercises independent judgment in developing methods, techniques, and evaluation criteria for obtaining results
- Acts independently to determine methods and procedures on new assignments, making recommendations to management when unable to resolve issues
- Shortens time reduces cost, improves the quality of technical support and issue resolution for staff and partners, and drives this improvement through the entire desktop support team
- Coordinates the testing, preparing, and deploying of new software, enhancements, and upgrades
- Coordinates implementations and helps implement new software and hardware upgrades
- Research, test, and resolve complex desktop hardware and software problems expeditiously and with minimum disruption to customers
- Tracks all issues and presents reports to his/her manager outlining issues, escalations, and projects
- Maintains desktop, printer hardware, and software documentation
- Develops written instructions and FAQs to guide customers and partners
- Independently completes desktop-related projects as assigned (e.g., office moves, printer installation, etc)
- Interacts with various internal and external contacts such as support teams, System Engineers, project teams, vendors, and end-users to complete assignments
- Researches and develops processes and procedures for Information Technology within the area of responsibility
- Secures computer equipment for project teams and operations
- Documents and measures processes that support operations and procurement of computer equipment
- Provides second-level support and training to project teams
- Works on other projects as assigned
- A minimum of a Bachelor's degree in Computer Science or equivalent
- A minimum of 4 years of relevant industry experience supporting remote
- Certifications in technology-specific areas, networking, or management preferred - (CompTia or CCNA)
- Desktop/laptop users, email, iPhone, Microsoft Office Suite, and other related desktop applications, as well as PC and laptop imaging and repair are required
- Extensive technical knowledge and issue resolution expertise with MAC OS, Windows OS (Windows 7 and Windows 10), Office (2010, 2016, and O365), iPhone devices, MS Project and Visio, WiFi adapters and networks, Verizon, and AT&T wireless broadband devices, Help Desk Systems, Windows PC Imaging and Management Systems, user management in Active Directory and Exchange 2016, VMWare, Azure AD, Intune
- Extensive experience with desktop security and specifically local machine configuration restriction is required
- Excellent analytical and problem-solving skills are required, as well as troubleshooting issues outside the defined area of expertise
- Experience with IP (LAN and WAN) networking, DNS, and DHCP is required
- Must have experience in providing problem-solving and troubleshooting support to peers
- Great interpersonal skills, with a focus on listening and questioning skills, are required
- Must possess excellent oral and written communication skills
- Must be able to demonstrate excellent customer service skills
- Must be a quick learner and team player with excellent organizational skills
- Strong attention to detail regarding documentation is a must
- Must be able to follow established team guidelines and Standard Operating Procedures
- The ability to effectively multitask is required.
- Travel is 10%-25%