10744 - Sr. Desktop Support Specialist
About The Position
This role provides the planning and delivery of customer support services, including installation, configuration, troubleshooting, and customer assistance for customer desktop computers, phones, laptops, email accounts, and video conferencing equipment. Provides technical support for business applications using IT tools such as remote desktop, configuring automated systems to deploy software updates/installations, troubleshoot application connectivity issues, create and maintain technical documentation of desktop management, and create an agency standard PC image. Provides technical advice and guidance relative to problems involving user interface, hardware and supporting software. Troubleshoots and restores technical service and equipment troubles by analyzing, identifying, diagnosing faults and symptoms. Coordinates efforts with other IT teams to ensure all helpdesk/service requests are effectively resolved. Responsible for the Administration of MS Azure for account management, licensing, authentication settings and MFA (Muti-Factor Authentication) settings. Execute procurement process and manage inventory of common user level software licenses & subscriptions, user/office IT equipment inventory, and associated IT supplies
Requirements
- Bachelor's Degree with major in Computer Science or equivalent work experience
- 5+ years of experience performing Tier 2 or higher (complex) issue resolution for incoming help requests from end users, including installing and upgrading software, installing hardware installation, and desktop PC configuration
- 3+ years work experience with any security solutions
- Cloud based work environment experience required
- Experience with MS WSUS or SUS Patching required
- Use knowledge of IT principles in the application of methods and practices for planning, implementation, and coordination to troubleshoot problems to ensure a high level of service.
- Create standardize PC imaging for installation on computer workstations and be able to consult with vendors on troubleshooting issues.
- Must have excellent written & verbal communication and customer service skills including being able develop resource reference material for system users (user manuals, online help pages, tutorial videos and web page content)
Nice To Haves
- Microsoft and/or CompTIA Certifications highly preferred
Responsibilities
- planning and delivery of customer support services
- installation
- configuration
- troubleshooting
- customer assistance for customer desktop computers, phones, laptops, email accounts, and video conferencing equipment
- technical support for business applications using IT tools such as remote desktop
- configuring automated systems to deploy software updates/installations
- troubleshoot application connectivity issues
- create and maintain technical documentation of desktop management
- create an agency standard PC image
- technical advice and guidance relative to problems involving user interface, hardware and supporting software
- troubleshoots and restores technical service and equipment troubles by analyzing, identifying, diagnosing faults and symptoms
- Coordinates efforts with other IT teams to ensure all helpdesk/service requests are effectively resolved
- Administration of MS Azure for account management, licensing, authentication settings and MFA (Muti-Factor Authentication) settings
- Execute procurement process and manage inventory of common user level software licenses & subscriptions, user/office IT equipment inventory, and associated IT supplies
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
11-50 employees
