Desktop Support Specialist II

National University•Los Angeles, CA

2d•Onsite

About The Position

The Desktop Support Specialist II provides support for National University’s laptops, desktop computers, and user applications as well as our faculty and staff. Offers advanced Information Technology (IT) end-user support, responding promptly to technical inquiries via phone, email, and a ticketing system. Documents and tracks issues, ensuring timely resolution, while also maintaining accurate inventory records and recommending system enhancements for smoother operations. Diagnoses and resolves desktop issues, installs and repairs hardware, and manages software installations. Additionally, the Desktop Support Specialist II provides excellent customer service while training on hardware use, as well as contributing to critical IT projects.

Requirements

Associate degree with focus on Information Technology preferred.
Minimum of five (5) years of relevant experience in desktop support required.
Experience in higher education preferred.
Experience working in a technology-driven enterprise preferred.
All skills, abilities and education will be considered for minimum qualifications.
Experience in leading a group or team during a project and/or proof of concept (POC) engagement.
Familiarity with ITIL best practices.
Advanced knowledge of desktop security practices and applications, virus protection technologies, testing and deploying desktop applications using industry best practices.
Advanced understanding and usage of current Microsoft Windows operating systems, Microsoft Office Suite Applications, and Office 365.
Advanced understanding to conduct problem recognition, research solutions, isolation, and follow-up steps.
Advanced understanding of supporting end-user connectivity from home networks, hotel, and outside office networks.
Advanced understanding of Web/Videoconferencing Applications.
Strong understanding of Multifunction Printers/Copiers and desktop printers, Apple Computer and devices.
Strong understanding of networking concepts including wireless networking.
Strong organizational skills.
Highly motivated and able to work independently or as a member of a team.
Strong interpersonal communication skills, the ability to effectively communicate with a wide range of individuals of constituencies in a diverse community, and organizational skills.
Excellent customer service skills and possess the ability to work independently or as a team.
Ability to participate as an active team member of the team and organization and work toward a common goal.
Contributes fully to the team effort and plays an integral part in the smooth running of teams without necessarily taking the lead.
Accepts personal accountability, proactively seeks resolution for personal limitations head-on; and supports honesty and respect towards others, the company and oneself.
Develops new insights into situations; questions conventional approaches; encourages new ideas and innovations; designs and implements new or cutting-edge programs/processes.
Ability to generate and/or recognize imaginative or creative solutions that generate successful outcomes.
Working knowledge, principles, and practices of office management/systems within a higher education environment.
Demonstrates an understanding of underlying organizational issues.
Experience with Microsoft Endpoint Management, Intune, Group Policies, or Active Directory
Work independently and foster a cooperative spirit within a large and/or small team of diverse cultures, while working in a fast-paced environment with multiple projects, deadlines, and frequently changing priorities.
Ability to drive towards achieving measurable and challenging goals to support organizational success.
Demonstrates the ability to focus on achieving results consistent with the organization’s objectives.
As a leader, develops goals based on the organization’s vision, mission, strategic goals, and objectives.

Responsibilities

Provides advanced to expert end-user support for all IT-related issues.
Documents, tracks, and monitors Desktop Support trouble tickets to ensure a timely resolution.
Responds to telephone calls, email, and tickets for technical support.
Analyzes, diagnoses, tests, and resolves complex desktop end-user problems.
Maintains precise and accurate accounting of IT inventory, licensing, and assets.
Installs, maintains, and repairs hardware components to ensure optimal performance is achieved.
Recommends system modifications to reduce incidents and problems.
Remotely installs software applications.
Builds and maintains images for desktops.
Creates and maintains knowledgebase and reference documentation.
Creates user accounts and maintains end-user security in various systems.
Assists Infrastructure, Computer Operations, Information Security and Development groups as needed.
Provides training to end-users on hardware-related items.
Supports the director and the team as directed for important IT tasks, projects, and department goals.
Assists in achieving important IT tasks, projects, and department goals.
Reasonable and consistent attendance to fulfill the requirements of the position.
Other duties as assigned.