Desktop Support Specialist

Position: Desktop Support Specialist

Position is at customer site / location in Palmetto, FL

Job Description

The Desktop Support Specialist will provide day-to-day and advanced technical support for clients including Senior Executives and C-level individuals. This role will be responsible for support of the network, Audio/Visual equipment, mobile devices, VOIP phones, MAC and PC’s, printers, network switches and battery backups. This role will also require working with a team of individuals to support hardware and software upgrades, installations and troubleshooting.

Responsibilities include

Provide senior executive-level and C-level end user support.Provide on-site coverage during normal business hours as well as on-call support which could occur before/after normal working hours.Provide set up and fully support Mac OSx and Windows desktop hardware and software, mobile and VOIP phones, network, audio/visual, and video conferencing systems hardware and software.Proactively identify, document and implement procedures to limit downtime and maintain a stable technology environment.Apply advanced diagnostic techniques to identify problems, investigate causes, and recommend and implement solutions in a timely manner.End to End ownership of end-user related incidents through escalation to external vendors or other internal resources.Develops, documents, and maintains solutions and standard operating procedures.Perform other duties as assigned.

Required Skills and Experience

Proactive mindset and the ability to anticipate the needs of senior executive-level and C-level end users.Must be confident and possess the ability to explain complicated technical problems in terms non-technical people can understand.2-4 years Desktop Support or Service Desk experience2-4 years’ experience using an ITSM tools such as Remedy, ServiceNow, or VivantioExperience working with Intune, Office365, Cisco Anyconnect VPN, multi-factor authentication, Android, iOS, Mac, Windows, desktop hardware, peripherals, VOIP Phone systems, and audio/visual equipment issues.Strong customer service orientation and customer-facing experienceStrong oral, written, and listening communication skills.Excellent organizational, decision-making, and time-management skillsMulti-tasking capabilitiesAbility to work outside of normal business hours participating in an on-call rotation which can include nights, weekends and possibly holidays.Must maintain a professional image, attitude, and demeanor.Must demonstrate ability to work with others and promote a harmonious working relationship with other departments, field personnel, leadership, and customers.Ensure all necessary operational processes and procedures are carried out with a high level of attention to detail, expediency, and on-time delivery.Excellent punctuality and attendanceAble to lift devices weighing over 50 lbs.Occasional travel may be required on weekends, sometimes on short notice, to support business requirements.

Preferred Skills and Experience

Using an operational ticketing system to record changes and work history details.Prior service desk, or desktop support experience2-year degree, 4-year degree, or technical training (technical school or military)Experience working with senior executive-level and C-level end users.