Desktop Support Specialist

Desktop Support SpecialistThe purpose of this position is to function as a Helpdesk Analyst providing consultation, support, and/or training to clients of computer or other information technology based system. May provide routine and non-routine support for a broad range of information related technologies, or may provide in-depth support for a narrowly defined area of technology.Responsibilities include:Performs account administration (create/modify Active Directory accounts, Exchange accounts, NCID accounts and other user accounts).Analyzes information provided by HR personnel and Client Services technicians in order to create and/or modify accounts for new employees and/or existing employees.Is able to use the information provided to assess data and application access.Is able to troubleshoot data and application access issues and adjust Active Directory properties as neededDistributes Agency-wide email communications and notices related to technology issuesMaintains mainframe printer node configurationsServes as project team member and makes recommendations for routine problem solutionsWork on special projects which require planning of how, when and who the task will be preformedRefers highly complex or difficult technical problems to a higher-level Technology Support Specialist or other technical resource for that particular technology questionsProvides basic support of hardware, software, applications, internal and external usersServes as a technical resource on all of standard desktop applications to 10,000+ computer usersInstructs users via phone and/or email on the basic functionality of desktop applicationsFollows detailed procedures while making recommendations for routine problem solutionsEnters information into call tracking system and monitors to ensure customer service needs are met for all computer and network related issuesCommunicates effectively in oral and written formatsPromotes a positive customer relationship while working with other Helpdesk staff and high level Analyst and SpecialistsSchedules and Facilitates daily operations status callsInitiates Major Incident Process (MIP) communications and conference bridgesMaintains Major Incident LogsMaintains employee directoryRequired Skills:Excellent verbal and written communication skills Experience with HEAT Call Tracking or similar tool, Avaya or similar call distribution tool, Microsoft Windows, Office 2010/2013/2016, O365. Experience and thorough knowledge in Active Directory administration, such as, creation/modification of accounts Ability to manage tasks and meet schedules; ability to write technical documentation that is easily understood by staff and customers. Excellent Customer service and teamwork. Ability to independently resolve routine and some non-routine problems. Ability to solve problems and perform diagnostics on software and/or hardware Ability to identify and understand reoccurring problems and recommends solutions. Ability to follow complex and/or detailed technical procedures.All your information will be kept confidential according to EEO guidelines.