Desktop Support Specialist

What you will do:

• Assist as Level 1 contact for customers seeking technical assistance.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Direct unresolved issues to the next level of support personnel.
• Record events and problems and their resolution in the ticketing system.
• Building computers and laptops per standard specifications.
• Follow-up and update customer status and information until resolved.
• Set up and manage various user accounts within Active Directory and O365, including new hires, terminations, and new group email accounts.
• Troubleshoot various issues related to internal custom applications, O365 software, as well general MAC and PC hardware or operating system issues.
• Install maintain local network printers to include firmware updates.
• Provide maintenance/replacement support for workstations, printers, scanners, and various peripherals.
• Image, configure and deploy desktops/laptops.
• Document internal procedures and create technical documentation and training materials pertaining to computer troubleshooting and usage.
• Perform other duties as required.

Background and Experience:

• Minimum 1-3 years of experience in an IT Technical or Support role.
• Some experience with Microsoft Active Directory and O365.
• Working knowledge of Windows Operating Systems and Office application suite.
• Working knowledge of MAC OS and Apple devices
• Knowledge of configuring mobile devices and assisting with connectivity/VPN issues.
• Working knowledge of using a helpdesk/ticketing system.
• Excellent written communication skills for technical documentation.
• Excellent interpersonal skills to interact with clients face-to-face and over the phone.
• Ability to work independently and as part of a team.