Desktop Support Specialist

Job Description

Job Description

Key Responsibilities:

• Provide End-user Support: Provide primary support . Troubleshoot to determine the root cause and resolution of software and hardware issues. Support desktop and wireless phones, including installations. Document and update procedures related to currently deployed equipment.

• Manage Ticket Assignment and Resolution: Manage Service Now incident tickets for technical support and issue resolution, considering user requirements and issue context to ensure proper resolution. Manage ticket priority to meet company needs based on business location and requirements.

• Provide User management: Create, edit, and manage users and systems within the Active Directory Environment. Provide new hire deployments and system upgrades, relocate equipment as requested, and verify functionality. Manage user transfers, ensuring seamless account moves.

• Manage end-user equipment: Select and purchase new systems to meet company desktop, laptop, printer, and phone requirements. Maintain inventory of purchases, deployments, systems, and users. Manage vendors, outsourcers, and contractors to secure infrastructure-specific products and services. Working within the Modern Workplace parameters, image and deploy desktops and laptops.

• Incident management: Participate in severity one incidents, taking on either troubleshooting, technical response, or communication as assigned by the response team. This may include systems, power, network outages, and IT security incidents.

Personal Characteristics (Required):

• Strong analytical and problem-solving skills and ability to make sound and logical judgments.

• Strong interpersonal, written, and oral communication skills.

• Able to conduct research into issues and products as required.

• Ability to prioritize and execute tasks in a high-pressure environment and make sound emergency decisions.

• Strong customer service orientation.

• Highly motivated and self-directed, with an attention to detail

Qualifications and Competencies (Required):

• 2-3 years’ hands-on experience in desktop support in a Windows-based environment, attending to various first-level user needs/issues, and hands-on experience in troubleshooting.

• Experience selecting, setting up, and imaging computer systems; experience Microsoft AD.

• Basic application and server support knowledge, including Microsoft O365 technologies.

• Basic knowledge of current IT Infrastructure protocols and standards.

• Experience working in a team-oriented, collaborative environment. Daily contact with the user community and daily communication during morning Scrum with other service desk administrators.

• Experience with cross-functional interaction with IT and all levels of customers within the organization.

Qualifications and Competencies (Preferred):

• Bachelor’s degree in Computer Science, Management Information Systems, Information Technology, Business Administration, or related field and/or a combination of related work experience.

• Knowledge of current IT Service Delivery protocols and standards, including OSI and ITIL.

• Knowledge of and experience with Cybersecurity awareness, and security response.

• Basic experience supporting infrastructure networking devices, such as network switches.

AXA Professionals is a premier recruitment agency specializing in connecting highly skilled IT technicians and healthcare professionals with top-tier organizations. Our mission is to deliver exceptional staffing services that address the critical needs of technology and healthcare sectors, ensuring operational efficiency and excellence in patient care.
About Us: Founded in 2001 on the principles of communication, customer service, integrity, and innovation, AXA Professionals bridges the gap between talented IT experts and dedicated healthcare workers with leading companies and healthcare facilities. Our dual focus allows us to cater to the evolving needs of both technology and healthcare sectors, delivering tailored staffing solutions that drive success and growth.
Our Services:
· IT Technician Staffing: We provide comprehensive staffing solutions for IT roles, including network administrators, systems analysts, cybersecurity experts, and technical support specialists. Our recruitment process ensures that only the most qualified candidates are matched with clients’ specific IT needs.
· Healthcare Professional Recruitment: From nurses and doctors to allied health professionals and administrative support, we source, screen, and place top talent across a wide range of healthcare disciplines. Our goal is to enhance patient care and streamline healthcare operations.
· Customized Staffing Solutions: We understand that each client has unique needs. Whether you require temporary, permanent, or contract staffing, we offer flexible solutions that adapt to your organization’s requirements and timelines.

Company Description

AXA Professionals is a premier recruitment agency specializing in connecting highly skilled IT technicians and healthcare professionals with top-tier organizations. Our mission is to deliver exceptional staffing services that address the critical needs of technology and healthcare sectors, ensuring operational efficiency and excellence in patient care.\r\n About Us: Founded in 2001 on the principles of communication, customer service, integrity, and innovation, AXA Professionals bridges the gap between talented IT experts and dedicated healthcare workers with leading companies and healthcare facilities. Our dual focus allows us to cater to the evolving needs of both technology and healthcare sectors, delivering tailored staffing solutions that drive success and growth.\r\n Our Services:\r\n· IT Technician Staffing: We provide comprehensive staffing solutions for IT roles, including network administrators, systems analysts, cybersecurity experts, and technical support specialists. Our recruitment process ensures that only the most qualified candidates are matched with clients’ specific IT needs.\r\n· Healthcare Professional Recruitment: From nurses and doctors to allied health professionals and administrative support, we source, screen, and place top talent across a wide range of healthcare disciplines. Our goal is to enhance patient care and streamline healthcare operations.\r\n· Customized Staffing Solutions: We understand that each client has unique needs. Whether you require temporary, permanent, or contract staffing, we offer flexible solutions that adapt to your organization’s requirements and timelines.