Associate Desktop Services Specialist

POSITION SUMMARY

Our IT team looking for an Associate Desktop Services Specialist to be a part of our fast-paced, high-energy team. Our Desktop Services Specialists are serious about the success of the company and are given the training, tools, and environment they need to succeed. If you have a passion for solving interesting problems, and you believe that planning, hard work, teamwork, and creating high quality experiences is what it takes to succeed, then this entry-level position is for you.

KEY RESPONSIBILITIES

• Work with fellow team members to serve as front-line support within our organizational technical support area, receiving cases from end users;
• Perform initial troubleshooting for standard and routine end-user problems including (but not limited to) computer equipment, software, email, teleconferencing, and basic network-related issues;
• Document end-user issues / requests, status, and resolution;
• Manage help desk tickets and meet the Service Level Agreements (SLA) defined by the business;
• Finds ways to automate tasks for the IT function and other functions;
• Takes ownership of assigned tasks from the IT leadership from start to finish;
• Follow up with end-user to ensure issues have been resolved to a high level of satisfaction;
• Troubleshoot all technology-related problems and bring issues to a successful and timely resolution;
• Consolidate and simplify any systems and processes where it makes business sense and where efficiencies can be gained;
• Create and update knowledge base articles for self-help employee incident resolution.
• Maintain employee device security compliance;
• Supporting a hybrid workforce of onsite and remote employees with their technology issues and requests;
• Communicate professionally and effectively to team members and employees, even in stressful situations;
• Ordering, shipping, and setup of IT equipment for employees;
• Help with IT onboarding of new hire local and international employees.

JOB REQUIREMENTS

• Education: Bachelor's degree or technical certification(s) highly preferred. Equivalent years of experience may substitute for education;
• Good communication skills – verbal and written;
• Familiarity with Apple Macintosh Hardware and MacOS;
• Familiarity with PC Hardware and Windows;
• Familiarity with iOS, iPadOS, and Apple Mobile devices;
• Knowledgeable in Microsoft Office/Office365 for Mac and Windows.

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