Desktop Support Specialist

responsible for providing enhanced IT customer support their assigned offices, including in-office “walk-ups”Helping customers manage software installations and hardware repairGain technical knowledge regarding applications and servicesGuiding customers on troubleshooting issuesOwn issues and bring them to resolution as quickly as possible while providing proactive updatesKnowledge of escalation path when troubleshooting complex laptop issues for quick resolutionParticipate in MIM calls for their offices of support to assist with gathering information, troubleshooting and testing of solutionsTroubleshoot issues in a Windows 10, Office 365 and SharePoint environmentUtilize remote support tools in support of dispatch offices where a technician is not always on siteFinding solutions from previous cases using the Knowledge BaseCommunicate knowledge gaps in issue resolutionEnsure tickets are properly updated and asset management system is properly updatedParticipate in testing of images and software deployments at the Pilot level ensuring documentation is accurateAssist with events in-offices or conferencesProvide on-site support for client meetingsWeekly maintenance of on-site printers, access points, conference room technology, MDF closets and phone equipmentMaintenance of on-site IT space and routinely monitor inventory stockProvide concise and detailed information on issues when escalating to other groups or Customer Experience leaders for assistanceBe proactive in taking ownership of tasks and managing them through completion and knowing when to ask for helpOther duties as assigned