Desktop Support Specialist

• Proactively promotes positive customer relationships and mentors’ others to ensure client satisfaction and organizational success.
• Takes ownership of customer problems and works with a sense of urgency to resolve incidents and problems.
• Communicates status of progress to the customer.
• Provides updates on work progress to Customer Support Specialists and the Service Desk using call tracking system.
• Has significant technical knowledge and serves as a resource for other technicians to help solve complex problems.
• Skilled in different types of computer hardware, software, peripherals and components, networking protocols and communications.
• Installs and images of new computers and loads of appropriate software for customers.
• Deploys new business applications as needed. Installs local and network printers and other peripherals and configuration of same.
• Responsible for user data and migration of profiles as computers are replaced.
• Stays abreast of current technology in a changing environment.
• Identifies emerging trends and issues, researches and makes suggestions for technical solutions to solve current and future problems.
• Use extensive knowledge to develop and/or implement information technology solutions to enhance organizational success.
• Works with Data Center Operations with user file server data storage, network reservations, data restores, various account creations and modifications (AD, email, CITRIX etc.).
• Works with application development teams to identify application issues at the customer level and provide technical details for development teams to accurately identify problems within applications.
• Works with network infrastructure teams to identify network issues at the customer level and provide significant technical details to assist in network hardware resolutions.
• Ability to lead projects that require directing the work of others and with some latitude on actions or decisions.
• Leads team efforts and assesses and integrates the skills and strengths of individuals for project and organizational success.
• Provides status on project work to management.
• Develop and maintain appropriate documentation for all responsible areas -

• 7 years of skilled in different types of computer hardware, software, peripherals and components, networking protocols and communications.
• 7 years of installing and imaging new computers and loading appropriate software for customers.
• 7 years of installing local and network printers and other peripherals and configuration of same.
• 7 years of Migrating data and user profiles.
• 7 years of documenting process and procedures related to technical field support activities.
• 7 years of demonstrates knowledge and working experience with ServiceNow call tracking system.
• Comfortable with traveling for the role.

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