Desktop Support Specialist

We are seeking a Desktop Support Specialist to join our Enterprise Technology team to be responsible for maintaining, analyzing, and troubleshooting computer systems. The Desktop Support Specialist will troubleshoot problem areas in a timely and accurate fashion, and provide end user training and assistance where required

Job Functions:
” Diagnose and resolve software and hardware incidents, including operating systems and across a range of software applications.

” Assist all our users with any logged IT related incident when called upon.

” Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.

” Accurately record, update and document requests using the IT ticketing system (ServiceNow).

” Provide Technical and IMAC (Install/Move/Add/Change) support for Computer Hardware, Software, Printers, Mobile Devices, and Telecommunications hardware.

” Deploy and resolve incidents with printers, copiers and scanners.

” Maintain excellent customer service for all users while adhering to OLAs.

” Continuously improving knowledgebase for incident resolution and user self-service, and work with Service Desk team to help them take on additional first-call resolution opportunities.

” Maintain inventory of IT assets and have machines staged to deploy on short notice.

Qualifications

” ITIL certification preferred

” A+ certification preferred but not required

” Minimum 3 years of Helpdesk / Desktop technical experience in a service environment with more than 2,000 customers in multiple locations.

” Ability to work under pressure and within strict time constraints while working in a changing environment with continually changing direction and requirements

” Ability to communicate technical issues to business leaders as well as to communicate contact drivers to engineers (written and verbally)

” Must be confident, highly motivated and passionate about making a difference within Client.

Client, our affiliates and subsidiaries ( “Client ) is an Equal Opportunity Employer. Client and its affiliated companies recruit and hire qualified candidates without regard to race, religion, color, sex, sexual orientation, age, national origin, citizenship and veteran or disability status, or any factors prohibited by law.