Desktop Support Specialist

TEKsystems•Raleigh, NC

3d•$25 - $30•Onsite

About The Position

The Desktop Support Specialist is responsible for providing second- and third-level technical support for software, hardware, and networking systems. They are responsible for software image creation and management, and for escalating more complex problems to Management and/or another appropriate technical support group in a timely manner. The Workstation Support Specialist must have strong verbal communication and customer service skills, as they will interact directly with end users across all departments.

Requirements

Two years of experience working as an IT Helpdesk Technician or in a similar customer support role.
Extensive knowledge of Windows-based operating systems, as well as familiarity with Linux-based operating systems, is required.
PowerShell scripting is required.
Active Directory Administration skills are required.
Excellent interpersonal and communication skills to explain technical concepts to non-technical users, and work with other IT teams. Passion for problem-solving and customer service.
Strong analytical skills to diagnose and resolve challenging technical problems.
Experience with ticketing systems, remote access tools, and diagnostic utilities.
Ability to work on multiple projects and reprioritize as needed.
Ability to stay current with new technology and adapt to new and unexpected events.
Advanced troubleshooting: diagnose and resolve complex hardware, software, and network issues that are escalated from Tier 1 support.

Nice To Haves

Certifications are a plus, but are not required.
Ability to support Mainframe 3270 sessions via macros is strongly encouraged, but not required.

Responsibilities

Clearly communicate technical solutions and instructions in a user-friendly and professional manner.
Technical expertise: A deeper understanding of IT systems, networks, and applications, beyond basic support.
Mentoring: May mentor and guide Tier 1 technicians and act as a point of escalation.
Ensure that the ACD call and Chat queue is responded to in a timely manner.
Monitor, resolve, and update the IT Service Desk Management system.
Create and update documentation: Assist in creating and updating support documentation and knowledge bases.
Work on various special projects as needed.
Prioritize and schedule problem resolution. Escalate problems to the supervisor when