Desktop Support Specialist II

Charlesbridge, MHC•Dedham, MA

12d•$26 - $33

About The Position

SUMMARY The Desktop Support Specialist II is responsible for the customer-centric delivery of IT services. Responsible for day-to-day support services for employee technology resources and the delivery of effective desktop support. ESSENTIAL DUTIES AND RESPONSIBILITIES Complete all internal Company training as assigned and required. Adhere to the Company’s privacy and data security policies including but not limited to safeguarding of sensitive information and complying with relevant regulations to protect non-public information. Exhibit the ability and desire to embrace and enhance the Company culture. General Provide day-to-day support services for employee technology resources (MS Office, Windows, and related Company applications), ensuring high-quality end-user experience. Fulfill requests for new equipment including, but not limited to, workstations, laptops, printers, scanners, and telephones. Work within the Company’s ITSM system continuously monitoring, documenting, and tracking tickets with accuracy and detail. Support the end-user desktop including, but not limited to, troubleshooting issues, implementing approved software, and removing older software. Maintain the Company’s desktop environment ensuring desktops are kept current and laptops are properly maintained. This includes the proper issuance and maintenance of corporate-owned iPads. Provision Company resources on employee-owned mobile devices. This includes understanding and maintaining profiles, devices, and users within Microsoft Intune. Provide remote access support and troubleshoot issues with remote network access. Write or revise user training documentation and solution articles. Transfer knowledge with other technical staff. Assist System Administration team with network, network device, and Microsoft AD issues from the Desktop perspective. Assists Systems Administration with the setting up of new branch locations as well as any other network configuration change to existing locations. Perform user maintenance functions such as password resets in support of the Company’s technologies, including email, voicemail, and other enterprise systems. Submit changes to external firewall vendor for various rule and web content filter modifications. Maintain the Company’s training lab environment. Maintain desktop specifications ensuring the Company's technology resource systems are operating securely and stably based on industry best practices and hardening standards. This includes the maintenance of the Company’s standard desktop image. Act as the primary communicator to end-users for IT-related incidents, maintenance messages, and general communications. SECONDARY/ RESPONSIBILITIES Take an active role in the Incident Response and Problem Management processes, representing the desktop environment. Provide root cause analysis for problems and measures to mitigate future occurrences. Perform ongoing end-user surveys. Analyze responses and suggest improvements. Assume responsibility for various department functions in the absence of staff members or overload situations. Exhibit ability and desire to embrace and enhance the Dedham Savings culture. ON CALL Provides IT support consisting of rotating coverage for the following, but not limited to: Some weekend and/or after-hours work is required to implement system upgrades, conduct department moves or resolve problems. Weekend and/or after hours are required for support mirroring branch open hours. Travel is required to various Company branches and locations. Consider this description to be the foundation of your job, not its boundaries. Expect to participate in internal and external training sessions and activities not described here which enhance the quality of service to the client.

Requirements

Bachelor’s degree from a four-year college or university or at least three years of related experience and/or training.
Basic knowledge of information technology processes and industry best practices.
Basic knowledge of the banking and financial services industry including federal laws and regulations.
Willingness to gain new knowledge and technical skills.
Intermediate typing skills to meet the production needs of the position.
Intermediate math skills: the ability to calculate interest, commissions, proportions, and percentages; balance accounts; add, subtract, multiply, and divide into all units of measure, using whole numbers, common fractions, and decimals; locate routine mathematical errors; compute rate, ratio, and percent, including the drafting and interpretation of bar graphs.
Exceptional verbal, written, and interpersonal communication skills with the ability to apply common sense to carry out instructions and instruct others, train personnel, read, analyze, and interpret documents and professional journals, understand procedures, write reports, correspondence, and procedures, speak clearly to customers and employees.

Nice To Haves

CompTIA A+ Certification – a plus.
Microsoft Certifications – a plus.

Responsibilities

Provide day-to-day support services for employee technology resources (MS Office, Windows, and related Company applications), ensuring high-quality end-user experience.
Fulfill requests for new equipment including, but not limited to, workstations, laptops, printers, scanners, and telephones.
Work within the Company’s ITSM system continuously monitoring, documenting, and tracking tickets with accuracy and detail.
Support the end-user desktop including, but not limited to, troubleshooting issues, implementing approved software, and removing older software.
Maintain the Company’s desktop environment ensuring desktops are kept current and laptops are properly maintained. This includes the proper issuance and maintenance of corporate-owned iPads.
Provision Company resources on employee-owned mobile devices. This includes understanding and maintaining profiles, devices, and users within Microsoft Intune.
Provide remote access support and troubleshoot issues with remote network access.
Write or revise user training documentation and solution articles. Transfer knowledge with other technical staff.
Assist System Administration team with network, network device, and Microsoft AD issues from the Desktop perspective.
Assists Systems Administration with the setting up of new branch locations as well as any other network configuration change to existing locations.
Perform user maintenance functions such as password resets in support of the Company’s technologies, including email, voicemail, and other enterprise systems.
Submit changes to external firewall vendor for various rule and web content filter modifications.
Maintain the Company’s training lab environment.
Maintain desktop specifications ensuring the Company's technology resource systems are operating securely and stably based on industry best practices and hardening standards. This includes the maintenance of the Company’s standard desktop image.
Act as the primary communicator to end-users for IT-related incidents, maintenance messages, and general communications.
Take an active role in the Incident Response and Problem Management processes, representing the desktop environment.
Provide root cause analysis for problems and measures to mitigate future occurrences.
Perform ongoing end-user surveys. Analyze responses and suggest improvements.
Assume responsibility for various department functions in the absence of staff members or overload situations.
Exhibit ability and desire to embrace and enhance the Dedham Savings culture.
Provides IT support consisting of rotating coverage for the following, but not limited to:
Some weekend and/or after-hours work is required to implement system upgrades, conduct department moves or resolve problems.
Weekend and/or after hours are required for support mirroring branch open hours.
Travel is required to various Company branches and locations.