Desktop Support Specialist I

Desktop Support Specialist I

The Desktop Support Specialist I provides technical support and troubleshooting for desktop/laptop hardware, software, and peripheral devices. Offers intermediate Information Technology (IT) end-user support, responding promptly to technical inquiries via phone, email, and a ticketing system. Documents and tracks issues, ensuring timely resolution, while also maintaining accurate inventory records and recommending system enhancements for smoother operations. Diagnoses and resolves desktop issues, installs and repairs hardware, and manages software installations. Additionally, the Desktop Support Specialist provides excellent customer service while training on hardware use, as well as contributing to critical IT projects.

Essential Functions:

• Provides intermediate to advanced end-user support for all IT-related issues.
• Documents, tracks, and monitors Desktop Support trouble tickets to ensure a timely resolution.
• Responds to telephone calls, emails, and tickets for technical support.
• Analyzes, diagnoses, tests, and resolves desktop end-user problems.
• Maintains precise and accurate accounting of IT inventory, licensing, and assets.
• Installs, maintains, and repairs hardware components to ensure optimal performance is achieved.
• Recommends system modifications to reduce incidents and problems.
• Remotely installs software applications.
• Ability to multi-task and prioritize workflow.
• Create and maintain knowledgebase and reference documentation.
• Provides excellent customer service.
• Provides training to end-users on hardware-related items.
• Assume leadership role as directed for important IT tasks, projects, and department goals.
• Assists in achieving important IT tasks, projects, and department goals.
• Builds images for desktops.
• Prep equipment shipments.
• Creates user accounts and maintains end-user security in various systems.
• Assists Infrastructure and Development groups as needed.
• Provides training to end-users on hardware-related items.
• Provides audio/visual and conferencing support for events.
• Reasonable and consistent attendance to fulfill the requirement of the position.
• Other duties as assigned.

Supervisory Responsibilities: N/A

Requirements:

• Associate degree in computers or a related field preferred.
• Minimum of two (2) years of relevant experience in desktop support required.
• Or equivalent combination of education and experience.
• Experience in higher education preferred.
• Experience working in a technology-driven enterprise preferred.
• All skills, abilities and education will be considered for minimum qualifications.

Competencies/Technical/Functional Skills:

• Experience in leading a group or team during a project and/or proof of concept (POC) engagement.
• Ability to take control of a situation and provide leadership and guidance.
• Strong interpersonal skills and the ability to effectively communicate with a wide range of individuals of constituencies in a diverse community.
• Advanced understanding of currently supported Microsoft Windows operating systems.
• Strong understanding of Apple products and operating systems (MacOS/iOS).
• Advanced knowledge of desktop security practices and applications.
• Advance knowledge of virus protection technologies.
• Advanced knowledge of testing and deploying desktop applications using industry best practices.
• Advanced understanding to conduct problem recognition, research solutions, isolation, and follow-up steps.
• Advanced understanding of supporting end-user connectivity (VPN) from business and home networks, hotel, and outside office networks.
• Advanced understanding of Web/Video conferencing applications.
• Strong understanding of Multifunction Printers/Copiers and desktop printers.
• Strong understanding of networking.
• Intermediate understanding of audio/visual and conferencing for event support.
• Intermediate knowledge of desktop and laptop computers (both Mac and PC), Chromebooks, iPad/Tablets, and Smartphone technologies.
• Intermediate to expert knowledge of software deployment, installing, diagnosing, repairing, maintaining, and upgrading all PC hardware and equipment to ensure optimal workstation performance.
• Excellent customer service skills and possess the ability to work independently or as a team.
• Ability to participate as an active team member of the team and organization and work toward a common goal. Contributes fully to the team effort and plays an integral part in the smooth running of teams without necessarily taking the lead.
• Accepts personal accountability, proactively seeks resolution for personal limitations head-on; and supports honesty and respect towards others, the company and oneself.
• Develops new insights into situations; questions conventional approaches; encourages new ideas and innovations; designs and implements new or cutting-edge programs/processes. Ability to generate and/or recognize imaginative or creative solutions that generate successful outcomes.
• Working knowledge, principles, and practices of office management/systems within a higher education environment. Demonstrates an understanding of underlying organizational issues.
• Intermediate use of computers and Microsoft Office Suite Applications such as Word, Excel, PowerPoint, Teams, and Outlook.
• Experience with Microsoft Endpoint Management, Intune, Group Policies, or Active Directory
• Work independently and foster a cooperative spirit within a large and/or small team of diverse cultures, while working in a fast-paced environment with multiple projects, deadlines, and frequently changing priorities.
• Ability to drive towards achieving measurable and challenging goals to support organizational success. Demonstrates the ability to focus on achieving results consistent with the organization's objectives. As a leader, develops goals based on the organization's vision, mission, strategic goals, and objectives.

Location: On-site, Spectrum Center

Travel: Some travel may be required