Desktop Support Associate

Sprague Operating Resources LLC•Portsmouth, NH

9d•Hybrid

About The Position

Our Desktop Support Associates at Sprague work in a fast-paced environment, where they can learn and grow while interacting with all departments within the organization. Specifically, our support associates provide exceptional customer service to over 900 end users to assist with trouble shooting and analyzing technical issues, procuring hardware and software, and completing new system and user setups among other responsibilities. In this role, you will work with Microsoft Office 365, Windows11, and Apple IOS devices, providing onsite and remote support via our tools and phone. We are looking for individuals who want to collaborate with their team, contribute their knowledge, and continue to grow personally and professionally, with a focus on customer service.

Requirements

Associate's degree in a related discipline with computer related experience, or an equivalent combination of education and training that provides the required knowledge, skills, and abilities.
Hands on experience with Windows 11, OS upgrade experience a plus
Hands on experience with Microsoft Office O365 platform
Active Directory, Office 365, Adobe Acrobat, Cisco VPN
Experience with IT support ticketing systems and ITIL fundamentals – ServiceNow experience preferred
Experience installing, configuring and supporting Windows OS, networked and local printers, and business applications
Ability to quickly, and efficiently, analyze technical issues and a proven ability to resolve these issues swiftly and accurately
Excellent customer service abilities, with excellent written and verbal communication skills. Knowledge and experience with customer service / ITIL practices a plus
Ability to multi-task on individual projects with limited supervision, as well as collaborate in a team environment
Hands on experience with Apple IOS devices (iPhone, iPad)
Ability and willingness to travel when needed

Nice To Haves

Recognized industry certification or related experience desired
Some understanding of TCP/IP networking concepts including Ethernet, Routing, LAN and WAN Support a plus

Responsibilities

Provide onsite support at the Sprague HQ office, Portsmouth NH (hybrid, dependent upon team scheduling)
Leverage automation tools (MDT and WDS, Smartdeploy) for OS deployments, as well as PDQ Deploy for application deployment
Maintain Hardware new inventory for HQ location
Execute computer workstation moves, Install computer hardware components (disk drives, RAM, interface hardware, monitors, printers and other computer related hardware) in accordance with standards and specifications
Install proprietary and commercial PC application packages and configure target PC systems as necessary to support effective use of the installed software
Conduct required testing of installed hardware and software in preparation for delivery of new or modified PC configurations prior to delivery to the end user
Maintain documentation of all incidents resolved in accordance with standards and requirements as set forth in our ticketing system, ServiceNow
Work as a member of the IT Solution Center team to provide phone support to end users in local and remote locations in accordance with documented policies and procedures. Respond and follows up on technical support tickets submitted via phone, email, and walk-ups while documenting all work performed
Provide first and second level support for computer hardware and software issues. Problem resolution will involve telephone assistance, remote support via remote support tools, and/or on-site maintenance as appropriate
Coordinates efforts with Network Support, Server Support, and other IT support personnel in the completion of assigned tasks and the resolution of PC and mobile device related incidents
Contact vendor technical support to obtain product information and escalate support issues as necessary to resolve issues
Maintains current in computer technology, software products and industry developments as appropriate to advise management and the end user community on computer issues and vendor offerings
Provide general assistance to end users in the operation and utilization of computer resources
Be part of an on-call rotation to assist in providing 24/7 coverage for after-hour, weekend, or holiday maintenance and support as required
Other projects as assigned with a wide degree of flexibility, creativity and professionalism expected
Occasional Northeast regional travel to support additional Sprague facilities and projects

Benefits

medical benefits
retirement contributions
three weeks (15 days) of paid vacation time per year
tuition reimbursement
paid volunteer time
401(k) Traditional and Roth plans with employer match of 100% of the first 6% of the employee’s contribution
Defined Contribution Plan with an automatic contribution from Sprague
Flexible Working Policy
Choice of high deductible and PPO Health Plans to fit your individual needs
Wellness Program