Desktop Support Specialist
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About The Position
The Specialist, Desktop Support is responsible for the daily support of site-specific network and workstation operating systems, workstation connectivity, workstation and peripheral hardware, and end-user applications. This position responds to Associate Engineer escalated support requests or management support requests and needs, with the primary focus being customer service and the ability to help, regardless of whether the problem is technical, user error, or training. The Engineer is responsible for thoroughly documenting all relevant information to the support request ticket in the Help Desk Database upon closure of the ticket or upon escalation of the support request to a Senior Engineer (Level 3). Responsibilities include escalating any network, personnel, and end-user issues that may impact customer satisfaction or the achievement of contractual Service Level Agreements to the attention of the Help Desk Manager. The Engineer is responsible for following all Help Desk Standard Operating Procedures that pertain to the particular client site they are supporting.
