Desktop Support Specialist

Description

• Attend mandatory change management training sessions.
• Engage with Project Leads and Engineering Team during scheduled projects including office moves, Infrastructure Refreshes and Software Updates.
• Participate in creation and updates of ServiceNow knowledge articles detailing troubleshooting processes and procedures.
• Web Conferencing setup and monitoring for VIP executives.
• Providing documented input to keep knowledge-based articles and procedural documentation up to date.
• Complete in-house training on new technologies, services, processes, and policies as they are released.
• Maintain established service level agreements to meet customer expectations and quality standards.
• Provide after hours or weekend support during scheduled maintenance or emergencies.
• Provide proper ticket and incident management.
• Responsible for 2nd level point of escalation from Service Desk.
• Resolve incidents with software applications, network, and hardware and take appropriate actions to resolve issues while ensuring data/system integrity.
• Assist with trend and root cause analysis.
• Proactively identify and communicate problem trends found as part of incident resolution.
• Manage data closet technology to agreed global standards.
• Working with various SMEs, engineering teams, vendors to provide onsite and in the moment, troubleshooting and hands on application of technical procedures.
• Perform coverage within an office or regional market.
• Ensure incident ticket quality standards are met to facilitate escalation to Tier 3 and can be used for queries by end users concerning the status of Incidents, Service Requests, and Changes (RFC).
• Ensure onboarding, off-boarding, and asset management processes are followed.
• Responsible conference room technology health checks, technical support, and training.
• Assist remote support staff when additional resources are required.
• Provide proper ticket management to ensure incidents are up to date and resolved promptly to meet the defined Service Level Agreements.
• Training end-users and assisting with deployment of new technology.
• Perform support functions including setup of peripheral equipment, software installations, and configurations, wireless and LAN configurations, and resolve access issues and other incidents as required.
• Support and facilitate activities specific to change. Roles could be as a requestor or implementer.
• Conduct information sessions aimed to promote end user adoption of technology products and services.
• Smart Hands support: working with various SMEs, Engineering Teams, Vendors to provide onsite and in the moment, troubleshooting and hands on application of technical procedures.
• Provide proper ticket management to ensure requests are updated and resolved in a timely manner.
• Educate end-users on problem resolutions to minimize repeat requests and provide timely follow-up.
• Facilitation of onboarding and off-boarding.
• Provide break-fix support for local and remote offices.
• Support projects as required for supported sites.
• Escalation of incidents to 3rd line support per guidelines established to support Service Level Agreements.
• Provide accurate and clear resolution documentation within the incident ticket.
• Participate in or provide feedback to project testing stages.

Requirements

• Excellent Soft Skills including:
• Time management skills, to balance and prioritize work.
• Customer service, including written and verbal communication.
• Industry-related technical certificates are a plus or any similar combination of education and experience.
• Mac experience is a plus.
• White Glove support for company executives.
• Proficient with Windows OS.
• Proficient with MS Office 365, including MS Teams.
• Strong analytical and problem-solving skills.
• 3+ years of technical experience in a corporate environment (multi-state,10,000+ employee base corporate environment is preferred).
• Audio Visual equipment within the office space.
• Knowledge of IT processes, general controls, project management, and system development life cycles.
• ITIL Foundation certification or knowledge is a plus.
• Strong interpersonal skills required to interact with end user clients and team members across the organization.
• Knowledge of enterprise ticketing systems (Service Now, or similar is a plus).
• Familiar with remote support tools.
• Mobile phone/device support (IOS & Android).
• Tech/Genius Bar support (when applicable).
• Understand the change management process and follow the process and procedures associated.
• PC break fix support for the business within market.
• Active Directory, Intune and Azure fundamentals.
• Bachelor's degree or equivalent experience; related computing field preferred.
• Ability to work independently and as part of a team.
• VoIP (MS Teams) support.

Benefits

• Daily work routines

Training + Development

Interview process

Visa Sponsorship

Security clearance