IT Desktop Support Specialist

Job Description

Support and maintain in-house computer systems, desktops, and peripherals. This includes installing, diagnosing, repairing. maintaining, and upgrading all hardware and equipment while ensuring optimal workstation performance. Troubleshoot problem areas in a timely and accurate fashion and provide end user training and assistance where required.

PRIMARY & ESSENTIAL ACCOUNTABILITIES
• Support and maintain in-house computer systems, desktops, and peripherals. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment while ensuring optimal workstation performance. Troubleshoot problem areas in a timely and accurate fashion, and provide end user training and assistance where required
• Evaluate, prioritize and respond to service requests with a resolution
• Perform analysis and diagnosis of routine PC problems for end users, and recommend and implement solutions Install, configure, test, maintain, monitor, and troubleshoot end user workstation software/hardware, networked peripheral devices, and networking software/hardware products
• Develop and maintain an inventory of all IT assets including history of hardware failure, repair, installation and removal
• Construct, install, and test customized configurations based on various platforms and operating systems
• Monitor and test PC performance and provide statistics and reports
• Perform PC, hardware and peripheral equipment improvements, upgrades, and repairs
• Maintain communications with end users to ensure systems continually meet business needs
• Under supervision, perform periodic system maintenance
• Place vendor service calls when necessary to resolve hardware or software failures
• Coordinate with end users and technical staff to implement and maintain systems that utilize industry best practices to meet business objectives, white maintaining the security and integrity of the data, system and network Generate metrics, project status reports and operating status reports for management and team members
• Provide service desk and technical support to users
• Perform routine problem analysis and resolution design for systems and applications
• Support, communicate, reinforce and defend the mission. values and culture of the organization

SECONDARY ACCOUNTABIITIES
• Maintain timely and accurate helpdesk records using the ticket management system
• Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations
• Accomplish organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
• Protect organization's value by preserving the confidentiality of information

YEARS OF EXPERIENCE 1-3 Years

EDUCATION LEVEL
• High School Diploma or GED

QUALIFICATIONS
• Understanding of current principles and practices of IT support and ability to work closely with users and other IT professionals to identify, analyze and resolve system problems
• Understanding of and/or experience in Help Desk functionality and IT maintenance procedures
• Experience with consulting and/or customer service
• Strong verbal, written and interpersonal communication skills
• Ability to work independently as well as cooperatively in a team-oriented environment
• Ability to successfully interact with other IT professionals and end-users
• Strong analytic and problem-solving skills
• Is open and responsive to change and demonstrates a commitment to the process of continuous improvement by identifying and responding actively and with sensitivity to the needs of all customers

SPECIAL WORK CONDITIONS
• Extended or after-hours support is required
• Occasional travel to other sites required <15%

Jobcode: Reference SBJ-g36mwx-18-222-111-24-42 in your application.