Overview
On Site
Depends on Experience
Full Time
Skills
IOS
Android
Office 365
Microsoft TEAMS
Cloud
Microsoft Windows
Exchange
VDI
SMMC
Active Directory
Computer Hardware
Group Policy
Help Desk
Microsoft Exchange
Microsoft Certified Professional
Service Desk
Microsoft
Customer Support
Operating Systems
Security+
Information Systems
Management
Microsoft Office
Network+
Software Deployment
System Deployment
stagging
scripting
SCCM
Microsoft Active Directory
Intune
Collaboration
Communication
Conflict Resolution
IT Service Management
Information Technology
Knowledge Base
Knowledge Management
Leadership
Microsoft Outlook
Network
OS X
POC
Problem Solving
Recovery
Remote Support
ServiceNow
UPS
Virtual Private Network
Web Portals
Wireless Communication
Job Details
Job Summary
The Desktop Support is primarily responsible for supporting all I.T. technical services for VIP team members that work at the Support Center as well as our leaders such as Director of Operations and VP of Operations. This role has a direct impact all four key results multiple times each day due to the level of leadership that is driving the company overall and how this role engages with them and the technology they consume.
Your Key Job Functions
- Primary POC for all executives and upper leadership within the organization
- Very strong technical ability with broad knowledge of OS, VPN, Networking
- Work non-VIP incidents and requests submitted to our corporate team via phone, self-service portal, or walk ups to our “genius” bar.
- Updates and logs work history to incident/request within ServiceNow, the ITSM tracking tool
- Quickly categorize each incident/request
- Business service impacted
- Assess priority
- Scope of impact
- Utilizing a knowledge base article (KBA) from the Knowledge Management System attempt to restore service
- Utilize Google and internal escalation paths to help in restoration of service
- Create draft KBA proposals for new or enhanced knowledge articles
- Where service cannot be restored, pursue/implement possible work-arounds to mitigate the impact of the issue
- Escalate all issues that cannot be resolved to the appropriate team to drive satisfactory resolution timeframes
What You Bring to the Team
- Foremost is understanding what great service looks like and the heart for delivering this level of service to our RSC team members
- Flexibility for on call for after hours support for VIP where needed
- Ability to work in a fast-paced environment maintaining a high sense of urgency at all times
- Ability to autonomously prioritize work depending on incident criticality and level of organization being supported (VIP)
- Ability to tightly follow process and SOP
- Analytical thinking with strong self-sufficient problem-solving skills
- Strong written and verbal communication skills
- Strong interpersonal skills and highly sociable – Extrovert personality (relate and communicate with VIP and C-Level daily)
- Ability to document detailed case notes while working an issue and that can be understood by others
- Ability to collaborate and function within a team environment while also being able to work standalone to restore service
- Solid Windows operating system knowledge required (W10, W11, some server OS)
- Solid MacOS knowledge preferred
- iOS and Android support (necessary for Outlook mobile) knowledge
- Strong knowledge in collaboration tools such as Teams and Outlook
- Strong knowledge with MS Office suite
- Strong knowledge of conferencing tools such as Zoom, Microsoft Teams Rooms, RingCentral, etc
- Solid network skills with VPN/WIFI and remote connectivity knowledge
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.