• Desktop Support Specialist

    Job Locations US-TX-Commerce
    Job ID
    2018-1157
    Category
    Information Technology
    Type
    Direct
  • Overview

    Performs first and second level support to end users and related duties in the IT Support Services area. Support covers Windows and Mac operating systems, desktop computers, peripherals, mobile devices, LAN issues, MS Office, e-mail applications, web applications, learning management system, Portal, incident management system, traditional and VoIP telephony, SunGard Banner and other enterprise applications, modern technologies, etc.

    Responsibilities

    • Performs first and second level support to end users in the IT Support Services area.  Support covers Windows and Mac operating systems, desktop computers, peripherals, mobile devices, LAN issues, MS Office, e-mail applications, web applications, learning management system, Portal, incident management system,  traditional and VoIP telephony, SunGard Banner and other enterprise applications, modern technologies, etc.
    • Participate in managing the volume of incoming calls to the IT Support Center via both telephone and e-mail to ensure timely resolution of issues.
    • Demonstrate positive customer relations.
    • Ensure proper documentation, notification, escalation, tracking, and follow up of all incidents.
    • Deploy, maintain, support and upgrade desktop PCs, MACs, and eventually Virtual Desktops.
    • Maintains security controls including account setup and configuration for all Information Technology Systems.
    • Occasional local travel to supported off-site locations.
    • Contributes to the effective team management of all relevant problems, issues and opportunities.

    Qualifications

    • Bachelor’s degree with technical emphasis is preferred.
    • MCDST certification or equivalent strongly preferred. If not in possession, must be able to clearly demonstrate same level of knowledge and expertise.
    • Experience with standardization of PCs and imaging/ghosting and provisioning.
    • Ability to troubleshoot and understand the differences between an application, machine and network problems.
    • Ability to understand Group Policy, user profiles, permissions and security issues related to applications.
    • Ability to research solutions and determine the best solution set for the current environment.
    • Must be willing and able to learn new technologies as new products and services are adopted.
    • Must have excellent verbal and written communication skills. This includes the ability to explain technical terminology to non-technical end users and create knowledge base documents.
    • Must possess a keen attention to detail.
    • Excellent interpersonal skills and customer service orientation.
    • Should be able to work under pressure.
    • Interacts with multiple departments on a regular basis.
    • Must currently be local to the area and not require sponsorship.

     

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