The Sr. Desktop Support Specialist will report to the Desktop Support Manager in the Technology Department. This role is responsible for providing employees located in our corporate office, as well as remote locations, with Level 1 and 2 support for the desktop environment including deployment of desktops and laptops and when applicable physical server/network equipment installation, configuration, application installation, troubleshooting, incident and request handling. Although rare, this position is expected to be responsive after hours to both end user issues and emergency text alerts for critical servers and applications.
Duties & Responsibilities:
· Diagnose, research and troubleshoot computer system issues, including operating systems, hardware and software, networking, VPN, connectivity, anti-virus and other network devices/peripherals, both remotely and on-site
· Serve as a main point of contact for handling escalated issues and resolving more complex technical issues
· Research complex problems and work with vendors on support issues including coordination of hardware warranty repair
· Assist with management of Exchange and Active Directory environments
· Assist with management of mobile devices via Airwatch or Intune
· Assist with management of various corporate services and applications
· Own and drive implementation of new software, upgrades of existing software and procedural documentation and other projects
· Utilize strong understanding and skills in Incident and Request Management for tracking and reporting requirements.
· Provide on-call emergency services after business hours, holidays and weekends as required
· Other duties as assigned
Qualifications
Education & Experience:
· 3-5 years of experience in Help Desk, System Admin, or Desktop Support role
· Bachelor’s Degree in Computer Science or related degree or related experience required
· CompTIA A+, or MCSA Certifications preferred
Skills & Abilities:
· Experienced in Active Directory user administration, OS imaging processes, ticketing, SW installation, VM/VDI/Citrix, SCCM, automated ticketing systems, troubleshooting in the
Windows desktop environment (networking, OS, Microsoft Office suite, PC hardware), network and local printer installation
· Intermediate level understanding of SCCM client troubleshooting
· Knowledge of TCP/IP, Windows Security (Share and NTFS permissions)
· Extensive knowledge Windows OS and related configuration
· Knowledge of Servers, Switches, Routers, and Data Center related HW
· Experience in handling escalated issues, resolving more complex technical issues
· Experience with VOIP/Telephony systems
· File server maintenance and management of shares and quotas
· Familiar with remote user support (VPN/RSA/Citrix/VDI)
· A self-starter able to work with minimal direct supervision
· Must have excellent written and verbal communication skills
· Ability to present ideas and solutions in user-friendly language
· Must be able to analyze issues and have excellent troubleshooting skills
· Must be comfortable working in a fast-moving environment and willing to step up and take responsibility for their deliverables
· Ability to prioritize tasks and manage overall workload
· Ability to communicate status of tasks (progress and milestones)
· Ability to research complex problems
· Experience working with tickets and internal customers directly
· Highly self-motivated and directed
· Experience in a high availability environment preferred
