Desktop Support Specialist

Duties: Hybrid: 11 days a month in office Training for first week will be onsite (no days at home that week) Description: Provides advanced level telephone and on-site end-user support for hardware installations and software applications. Uses knowledge and experience to perform a variety of tasks requiring in-depth analysis and evaluation in making decisions and recommending solutions. Extensive contact with internal customers is required to identify, research, and resolve problems. Responsibilities Installs, configures, troubleshoots, and resolves problems on a wide variety of commercial off the shelf (COTS) and proprietary software via telephone/remote control access and occasional on-site support. Monitors the call tracking system for new Incidents and Requests in addition to troubleshooting and resolving client issues per service level agreements. Provides detailed documentation of activity in the call tracking system. Communicates technical information to a non-technical audience. Assists clients with the installation of corporate standard software images. Stays abreast of, and complies with, company and department policies and procedures as related technology and end-user support. Effectively communicates to clients, peers, and management any system issues that affect the quality or reliability of supported systems. Documents product problems and their resolutions in a knowledge database for future reference. Participates in testing new product releases and/or enhancements. Leads or participates in projects requiring cross functional coordination. #J-18808-Ljbffr