Desktop Support Specialist

Cai • Fort Myers, FL

438d

About The Position

The Desktop Support Specialist is responsible for providing onsite technical support to users, ensuring efficient and accurate resolution of service requests. This mid-level position involves direct interaction with over 2500 county staff, utilizing tools like Dameware and remote desktop software to deliver level 2 technical support. The role requires thorough documentation of user requests and troubleshooting steps, as well as installation and management of desktop hardware and software.

Requirements

• Bachelor's degree in a technical discipline.
• 2+ years of professional work experience in desktop support.
• Experience supporting Telecom or Cisco environments.
• Knowledge of MDM, O365 troubleshooting, and user management.
• Strong understanding of data communication and network concepts.

Nice To Haves

• Proficiency with LAN, WAN/MAN, data center networks, or wireless networks.

Responsibilities

• Respond professionally and courteously to all service requests from business entities.
• Provide level 2 technical support using Dameware and remote desktop for over 2500 county staff.
• Monitor work queues and manage ServiceNow incidents by opening, updating, and closing tickets.
• Document user requests and troubleshooting steps thoroughly and accurately.
• Act as the single point of contact for users of the Information & Technology Services (ITS).
• Install desktop hardware, peripherals, and printers as needed.
• Manage and activate cell phones/tablets through O365/MDM.
• Lift equipment weighing up to 50 lbs and run cables under desks and furniture.
• Install individual software packages for users as required.
• Utilize imaging software for large equipment roll-outs.
• Support satellite offices such as libraries and parks.
• Maintain up-to-date system information in ServiceNow for asset tracking.
• Rotate on-call schedule with the team and manage the IT warehouse.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Chemical Manufacturing
• Education Level: Bachelor's degree