Job
Description
SUMMARY: Join our team of resourceful, technical experts, who are ambassadors of our world-class support team, which strives for radical customer delight every day. The Service Desk Systems Specialist will need to be Skilled at providing end user support in a complex, 24 x 7 environment. Must be able to communicate effectively with technical and non-technical users. Broad familiarity with information technology, both hardware and software. This position will report to the Global Service Desk Manager and will involve daily interactions with other technical staff and end users. We are looking for someone who has a great positive attitude that is highly motivated to learn and grow within the organization. REPORTING TO/DEPARTMENT: Reports to the Global Service Desk Manager in the IT department. ESSENTIAL DUTIES AND RESPONSIBILITIES: Performing basic troubleshooting tasks and operating system support on Microsoft Windows OS and Mac OS X. Setting up new users' systems and environments, including hardware and software. Support A/V needs for company town halls and day-to-day meetings. Mobile device setup, installation and /or post installation support. Participate in projects related to Corporate desktop computing such as email, anti-virus software, archiving, backups. Maintains passwords, data integrity, and file security for the desktop environment. Document standards, best practices and policies and contribute to IT FAQ and Knowledge Base. Act as first point of contact for problems experienced by end users. Troubleshoot, diagnose, and solve issues that arise and escalate issues if necessary. Provide remote support for local and remote users. Evaluate and review upcoming technologies (software/hardware), including computers, mobile devices, peripherals for applicability to IT. Maintain detailed hardware and software inventory records. Maintain a world class customer-service oriented atmosphere for the service desk, which includes ensuring prompt response, effective communication, and delivery of solutions for reported issues. Execute compliance activities within IT Support such as the first and last day of work, software purchasing processes i.e. SOX, HIPAA, Internal Audit, Software license compliance, etc. Manage global asset management database, including maintaining appropriate inventory level of all hardware and software to ensure timely resolution. Manages escalation process to the IT Leadership. Weekly report documenting all project related activities in progress and time spent (forecasted and actual) along with the % complete and overall status of tasks and projects to the Reporting Manager Keep Reporting Manager appraised of all activities and related progress Help promote positive, growth mindset and collaborative, collegial working environment Perform other duties as assigned. REQUIRED QUALIFICATIONS : Preferred or Desired : Previous experience in a SOX and HIPAA controlled environment is preferred Microsoft or A+ Certification is a plus. A B.S degree in Computer Science or related technical discipline from an accredited college or university. Required : Requires 2 to 5 years experience in a desktop or service desk support role. Demonstrated knowledge of installing, configuring, and supporting the following: Mac OS, Jamf, Windows OS, Microsoft Active Directory, Microsoft Office 365, computer deployment, VPN, MFA, Intune, OKTA, SCCM basic knowledge, Zoom Product suite, and related application and system troubleshooting. Ability to follow written and verbal instructions, willingness to learn new procedures and tasks. Ability to relate and interact with both technical and non-technical users. Has strong analytical and problem-solving skills. Demonstrate individual effectiveness and organization skills: flexibility, communication, time-management and interpersonal skills, with high attention to detail, and experience handling multiple projects/tasks simultaneously while meeting deadlines. Ability to work flexible/extended hours, including evenings and/or weekends as required and as part of afterhours issue escalation. Possess excellent written and verbal communication skills. Proven strong customer service orientation and the ability to establish cooperative working relationships, to effectively address difficult interpersonal issues and to handle information confidentially. Ability to independently resolve routine problems with various software and hardware. Skilled in troubleshooting computer and network issues over the phone. Understanding of TCP/IP, VoIP and general networking. Experienced in implementing and supporting Windows and Mac clients and their technical eco-system in a global environment. Basic knowledge of computer hardware, including desktop, laptops, tablet and wireless devices, servers, printers, scanners, A/V equipment, and corporate phone systems. Basic knowledge of system management software such as enterprise backup and recovery, monitoring, eDiscovery, Microsoft productivity software, Anti-Virus, DNS, DHCP, etc.
