Desktop Support Specialist

Desktop Support Specialist

Resolve incidents escalated from first line of support as well as the internal tech/genius bar and assist end users with technology adoption within an assigned market. Incident resolution must be done in alignment with internal incident, change, configuration, and project management processes while adhering to established Service Level Agreements.

Responsible for but not exclusive to the following:

• PC break fix support for the business within market.
• Facilitation of onboarding and off-boarding.
• VoIP (MS Teams) support.
• Mobile phone/device support (IOS & Android).
• Training end-users and assisting with deployment of new technology.
• Assist remote support staff when additional resources are required.
• Maintain established service level agreements to meet customer expectations and quality standards.
• White Glove support for company executives.
• Support for North American Brokerage and Valuation and Advisory service lines.
• Provide after hours or weekend support during scheduled maintenance or emergencies.
• Working with various SMEs, engineering teams, vendors to provide onsite and in the moment, troubleshooting and hands on application of technical procedures.

Minimum requirements include:

• Bachelor's degree or equivalent experience; related computing field preferred.
• 3+ years of technical experience in a corporate environment (multi-state, 10,000+ employee base corporate environment is preferred).
• Knowledge of IT processes, general controls, project management, and system development life cycles.
• ITIL Foundation certification or knowledge is a plus.
• Industry-related technical certificates are a plus or any similar combination of education and experience.
• Excellent soft skills including: customer service, conflict resolution, strong analytical and problem-solving skills, strong interpersonal skills, time management skills, ability to work independently and as part of a team.
• Proficient with Windows OS.
• Proficient with MS Office 365, including MS Teams.
• Knowledge of enterprise ticketing systems (Service Now, or similar is a plus).
• Active Directory, Intune and Azure fundamentals.
• Familiar with remote support tools.
• Mac experience is a plus.

Cushman & Wakefield also provides eligible employees with an opportunity to enroll in a variety of benefit programs, generally including health, vision, and dental insurance, flexible spending accounts, health savings accounts, retirement savings plans, life, and disability insurance programs, and paid and unpaid time away from work. In addition to a comprehensive benefits package, Cushman and Wakefield provide eligible employees with competitive pay, which may vary depending on eligibility factors such as geographic location, date of hire, total hours worked, job type, business line, and applicability of collective bargaining agreements. The compensation for the position is: $21.25 - $25.00 Cushman & Wakefield is an Equal Opportunity employer to all protected groups, including protected veterans and individuals with disabilities. Discrimination of any type will not be tolerated.