Desktop Support Specialist

Job Description:
Please note this role is located in the Seattle, WA

area!

General Summary:
The Desktop Support Specialist role is meant to ensure

proper computer operation so that end users can

accomplish business tasks. This includes receiving,

prioritizing, documenting and actively resolving end

user help requests. Problem resolution may involve over

the phone, in-person and hands-on help at the desktop

level.

Responsibilities / Essential Duties:

• Field incoming help requests from end users via

ticketing system, telephone or email in a courteous

manner

• Prioritize and schedule problems; escalate problems

(when required) to the appropriate resource

• Build rapport and elicit problem details from

employees

• Record, track and document the help desk request

problem-solving process, including all successful

and unsuccessful decisions made and actions taken,

through to final resolution

• Access software updates, drivers, knowledge bases

and frequently asked questions resources on the

Internet to aid in problem resolution

• Identify and learn appropriate software and hardware

used and supported by the organization

• Perform hands-on fixes at the desktop level,

including installing and upgrading software,

installing hardware and configuring systems and

applications

• Test fixes to ensure problem has been adequately

resolved

Required Skills / Knowledge:

• Knowledge of the basic operations and concepts

involved with work station components, operating

systems, software and office automation application

software

• Knowledge of the concepts involved with supporting

multi-segment LANs and specialized applications

software

• Knowledge of installed local PC / workstation

software facilities and utilities

• Knowledge of how to identify and resolve moderately

complex and non-standard problems by applying

documented procedures or researching the issue

• Knowledge of the basics of voice networking and

systems

• Knowledge of technical documentation standards and

guidelines

• Ability to explain technical concepts to technical

or non-technical personnel

• Ability to troubleshoot hardware issues on both

desktop and laptop system

• Experience with setup, configuration, imaging and

troubleshooting of desktop / notebook hardware and

software

• Experience with Windows 7 desktops and notebooks in

a networked environment

• Experience using and supporting Microsoft Office365

(Word, Excel, PowerPoint, etc.)

• Experience supporting Outlook in a Microsoft

Exchange and Office365 environment

• Experience supporting remote users
• Experience working on HP desktops / notebook

computers

• Comprehension in PowerShell Scripts
• Some knowledge of Windows server operating systems

mainly Server 2008 R2

• Some knowledge of TCP/IP networking and related

network services (i.e. DNS, SMTP, DHCP, etc.)

• Some knowledge of Active Directory concepts and

administration

• Some knowledge of VOIP phone systems; ShoreTel a

plus

• Working knowledge of the fundamental operations of

relevant software, hardware and other equipment

• Ability to effectively communicate by phone, email,

instant message or in person

• Ability to achieve successful outcomes in handling

difficult situations and customers

• Shows initiative and acts independently to resolve

problems

• Ability to manage multiple priorities and follow

through on projects to completion

• Maintain related experience, knowledge and training

Education / Previous Experience:

• Associates degree
• 1 year experience and demonstration of success

working in the IT field

Work Conditions:

• Professional office environment
• 5-10% travel may be required

The statements above are intended to describe the

general nature and level of work being performed by

people assigned to this job. Other duties may be

assigned as needed. Reasonable accommodations may be

made to enable individuals with disabilities to perform

the essential functions.

ConnectWise is an Equal Opportunity Employer.

% of Travel Required : 0-10%

Shift/Hours : First Shift (Day)