Desktop Support Specialist

NorthAB LLC•Troy, MI

1d•Onsite

About The Position

The Desktop Support Specialist's primary focus is resolving workstation and peripheral support incidents. This role entails taking necessary steps to address end-user issues and encompasses daily hardware and software support, including incident resolution, application updates, system maintenance and IT security enforcement. Furthermore, the specialist manages the shipping and receiving of IT equipment for employee onboarding and offboarding, as the Troy headquarters serves as the primary distribution center for North and its subsidiaries. This position requires you to work onsite.

Requirements

3+ years of technical, deployment, and administration experience ChromeOS, Windows, MacOS, including support to end users
3+ years experience in a mid-sized Enterprise environment (~1000 users, local and remote)
Ability to interact with clients in a clear, concise, professional manner
A strong, innate sense of urgency
Strongly self-motivated and able to meet objectives with little or no direct supervision
Able to make effective decisions in high-pressure situations, with limited management escalation
Strong troubleshooting skills
Exceptional written and verbal communication skills
Team player and self-driven
Passionate about delivering quality results

Nice To Haves

Bachelor’s degree in a technical or engineering field or equivalent years of work experience
Minimum of 3 years of relevant work experience
Working knowledge of the following: ChromeOS Microsoft Windows 11 macOS Telephony Systems Google Workspace

Responsibilities

Manage and support ChromeOS, Windows, MacOS and Linux operating system releases, software implementations, images, monitoring tools, hardware ordering and configuration.
Ensure systems hardware, operating systems, software systems, and related procedures adhere to organizational values and guidelines.
Administer Google Workspace, NinjaOne and JAMF platforms to manage the deployment of hardware, software, and device configurations.
Work with System Engineers to ensure reliable, secure and integrated systems environments for ChromeOS, Windows, macOS and Linux systems.
End user support of phone system hardware, accessories and software.
Manage daily support ticket queue and meet Service Level Objectives (SLOs) as defined by leadership and the business.
Provide world-class service and support for business critical systems and customers.
Demonstrate critical thinking skills, troubleshooting, and analysis to quickly and permanently resolve IT support incidents.
Support anti-virus, intrusion detection & prevention monitoring activities and perform thorough corrective action.
Create and maintain support, design, and architectural documentation.
Other duties as assigned.