Desktop Systems Specialist II

You Will:

• Provide 2nd Tier support to investigate and resolve technical problems remotely and physically onsite.
• Provide daily technical support to employees for internal desktop systems software and hardware.
• Monitor & maintain the request queue and Service Level Agreements (SLAs), providing direct support to users regarding their issues or escalating as needed.
• Deploy, configure, and troubleshoot end-user computing devices, including desktops, workstations, and laptops.
• Maintain passwords, data integrity, and file system security for the desktop environment.
• Conduct training programs designed to educate an organizations computer users about basic and specialized applications and assist with new starter onboarding.
• Communicate technical information to all kinds of personnel with varying understanding of technology.
• Recommend hardware and software solutions, including new acquisitions and upgrades.
• May participate in development of information technology and infrastructure projects.
• Review, submit, and correct existing documentation for areas of improvement and to allow greater first call resolution.
• Provide data entry and reconciliation of existing databases and spreadsheets for consolidation and validation.
• Maintain IT department inventory & supplies: organize supplies, purchase, and recommend improvements to existing IT infrastructure.
• Responsible for onsite hardware asset management.
• Other tasks as assigned.

You Have:

• Demonstrated commitment to providing exceptional customer service and support to all employees.
• Desire to provide excellent, white glove customer service to all employees.
• Ability to communicate clear and concise information to employees and executives of varying technology understanding.
• Knowledge and understanding of macOS & Windows, as used in a corporate environment.
• Understanding and experience of Active Directory, Group Policy, and the Windows security model.
• Experience troubleshooting hardware: laptops, desktops, and a variety of mobile devices.
• Demonstrated ability to manage work schedules, project, and task priorities with a strong attention to detail and autonomy.
• Experience maintaining and administrating conference A/V systems (Cisco, Logitech, Zoom Rooms).
• Experience in a desktop support environment working through a ticketing system and direct on-call contact with customers.
• Experience working with and troubleshooting Google Gsuite, Microsoft Office 365, Zoom, and other web-based applications.
• Prefer an associates degree in a related area and at least 4 years of experience in the field or in a related area.
• Comprehensive knowledge of IT standard concepts and practices (ITIL & ITSM).
• A wide degree of creativity, latitude, and autonomy.
• Flexible schedule as this job requires extended support hours, occasional night, weekend, and on-call work.