Desktop Support Specialist

JOB SUMMARY: The Desktop Support Specialist is responsible for handling calls, emails, and chats from end users in regards to technical concerns, and addressing those concerns. Additionally, the Desktop Support Specialist will participate in IT projects, and other tasks as required, to add value to the organization. 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. This position will take the lead for responding to help desk tickets.
2. Provide quality technical support services and customer service on a consistent basis.
3. Troubleshoot a variety of computer, peripheral, networking or related software and hardware issues.
4. Provide and apply accurate and efficient technical and practical solutions to solve customer issues.
5. Document detailed and accurate technical notes regarding each customer issue, and steps taken to resolve it throughout the customer contact; ensuring completion before ending the contact.
6. Consistently meet goals and service levels for customer service, technical quality, first call resolution, and efficiency.
7. Onsite datacenter access is essential for this role. Therefore, datacenter access is authorized for this position. 
8. Remote technical support (10%) by Webex.

KNOWLEDGE, SKILLS, AND ABILITIES:

1. Must understand basic computer networking; wired, wireless, knowledge of routing, DHCP, DNS, and TCP/IP.
2. Basic knowledge and understanding of Operating Systems, such as Microsoft Windows is required. 
3. Must be able to understand and troubleshoot mobile operating systems such as Android and iOS.
4. Ability to properly install, configure and troubleshoot issues with peripherals such as printers, scanners, digital cameras, and webcams required.
5. Excellent communication skills in both verbal and written format required.
6. Ability to establish and maintain effective communications with employees at all levels within the organization required.
7. Ability to continually learn, be trained and accept constructive feedback required.
8. Must be able to successfully manage a consistent volume of phone calls, emails, and chats.
9. Requires the ability to be efficient and organized while working on multiple projects concurrently as well as the ability to shift priorities as needed.
10. Ability to work independently on assigned tasks required.

These duties and responsibilities are intended to describe the general nature and level of work involved for this job. This is not an exhaustive list of all duties or responsibilities.

PHYSICAL REQUIREMENTS:

1. Must be able to sit or stand and type utilizing computer for up to 90% of the workday.
2. Must be able to operate office equipment, such as fax machines, copiers, or phone systems.
3. Must be able to talk on the phone.
4. Must be able to carry documents and bend and stoop to file. 

QUALIFICATIONS:

1. Associate or Bachelor's Degree in Computer, Networking, or a technology related area preferred.
2. Knowledge of Malware prevention, detection and remediation processes required.
3. A+, Network+, MCSE certifications preferred.
4. Minimum of one year experience in a Desktop Support role required