Desktop Support Specialist

The Desktop Support Specialist's primary focus is resolving workstation and peripheral support incidents. This role entails taking necessary steps to address end-user issues and encompasses daily hardware and software support, including incident resolution, application updates, system maintenance and IT security enforcement. Furthermore, the specialist manages the shipping and receiving of IT equipment for employee onboarding and offboarding, as the Troy headquarters serves as the primary distribution center for North and its subsidiaries. This position requires you to work onsite.

Job Summary:
The Desktop Support Specialist's primary focus is resolving workstation and peripheral support incidents. This role entails taking necessary steps to address end-user issues and encompasses daily hardware and software support, including incident resolution, application updates, system maintenance and IT security enforcement. Furthermore, the specialist manages the shipping and receiving of IT equipment for employee onboarding and offboarding, as the Troy headquarters serves as the primary distribution center for North and its subsidiaries. This position requires you to work onsite.

Essential Duties & Responsibilities:

• Manage and support ChromeOS, Windows, MacOS and Linux operating system releases, software implementations, images, monitoring tools, hardware ordering and configuration.
  
• Ensure systems hardware, operating systems, software systems, and related procedures adhere to organizational values and guidelines.
  
• Administer Google Workspace, NinjaOne and JAMF platforms to manage the deployment of hardware, software, and device configurations.
  
• Work with System Engineers to ensure reliable, secure and integrated systems environments for ChromeOS, Windows, macOS and Linux systems.
  
• End user support of phone system hardware, accessories and software.
  
• Manage daily support ticket queue and meet Service Level Objectives (SLOs) as defined by leadership and the business.
  
• Provide world-class service and support for business critical systems and customers.
  
• Demonstrate critical thinking skills, troubleshooting, and analysis to quickly and permanently resolve IT support incidents.
  
• Support anti-virus, intrusion detection & prevention monitoring activities and perform thorough corrective action.
  
• Create and maintain support, design, and architectural documentation.
  
• Other duties as assigned.
  

Education and Experience (required):

• 3+ years of technical, deployment, and administration experience ChromeOS, Windows, MacOS, including support to end users
  
• 3+ years experience in a mid-sized Enterprise environment (~1000 users, local and remote)
  

Education and Experience (preferred):

• Bachelor's degree in a technical or engineering field or equivalent years of work experience
  
• Minimum of 3 years of relevant work experience
  

Knowledge, Skills & Abilities (required):

• Ability to interact with clients in a clear, concise, professional manner
  

• A strong, innate sense of urgency
  
• Strongly self-motivated and able to meet objectives with little or no direct supervision
  
• Able to make effective decisions in high-pressure situations, with limited management escalation
  
• Strong troubleshooting skills
  
• Exceptional written and verbal communication skills
  
• Team player and self-driven
  
• Passionate about delivering quality results
  
• Scheduled hours may change to meet the needs of the company
  
• Rarely travel may be needed to support remote subsidiaries
  

Knowledge, Skills & Abilities (preferred):

• Working knowledge of the following:
  
  • ChromeOS
    
  • Microsoft Windows 11
    
  • macOS
    

• Telephony Systems
  

• Google Workspace
  

Working Conditions:

The working environment is generally favorable. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust, etc.

Disclaimer:

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

North American Bancard reserves the right to alter this description at any time. North American Bancard practices the concept of equal employment opportunity with respect to hiring, promotions, transfers, pay, discipline, fringe benefits, and all other terms and conditions of employment. No individual will be discriminated against, and no employment decisions will be made, on the basis of an individual's race, color, national origin, religion, age, gender, protected disability, marital status, familial status, veteran status, height, weight or citizenship.