Desktop Support Specialist

TEKsystems•Rockville, MO

7d•$25 - $32•Onsite

About The Position

Provides direct technical support and assistance to end-users over the phone, in person, and/or remotely. Manages and handles all escalated tickets from Level 1, identifies the best solutions based on information provided by customers. Provides in-depth technical support; diagnoses and resolves problems ranging from Tier 1-3 type issues. Troubleshoots applications, errors, and operating systems (Windows 10). Mitigates and handles system viruses, malware, spyware, and adware. Performs hardware component replacement and uses system imaging software to create and load images. Proactively monitors and identifies trends and behaviors in systems support and addresses the findings or escalates to other IT team resources. Supports audio/visual systems (TVs, projectors, etc.), and video teleconference systems (VTC). Contributes to timely and accurate communications with other parts of the organization regarding IT. Acts as the escalation line of support for complex IT support issues from helpdesk staff, employees, and team members. Monitors, manages, and tests desktop system backups. Processes new hires, employee changes, and separations, including network and telephone account creations/modifications and coordination of equipment configuration and installation. Receives and tracks hardware assets according to policy and processes equipment delivery/shipping as needed. Ensures that all assigned tasks are completed in a manner that meets regulatory requirements and updates or creates procedures to address any potential issues. Requires traveling to all corporate and remote sites for handling outstanding and reported issues. May occasionally need to travel to other locations within the US. This position requires the ability to provide on-site coverage during business hours, 8 AM to 5 PM EST (M-F), and remote coverage as needed. Performs other duties as assigned.

Requirements

Excellent oral and written communication skills
Good knowledge and support of SCCM, Microsoft Exchange Online, Skype for Business, Office 365, and SharePoint Online
Understanding of Windows OS support tasks (2008 - 2016 & 7 - 10), setting up OS on a new unformatted hard drive and/or RAID controller
Command of how to set up / configure network printers in a Windows print server environment, along with providing printer hardware support
Knowledge of AD account management, group policies, DHCP, DNS, as well as centralized patch management for desktops and servers
Able to trace phone and network patch cables to wall jacks and/or connectivity devices and use phone & network wiring continuity testers
Able to follow other specific troubleshooting steps and continuously update and create additional knowledge articles
Ability to manage several high-priority, fast-paced activities within required timelines without sacrificing quality
Ability to work independently with minimal supervision but seek appropriate involvement from other team members or management regarding complex issues beyond the position's scope.
Hardware support, component replacement & configuration of Windows network printers
Experience providing support to VIP/priority customers
ServiceNow ticketing system

Nice To Haves

Familiarity with GAMP practices or similar risk-based compliance guidelines
IT and or Service Desk certifications a plus to include (A+, Network+, Microsoft, ITIL)

Responsibilities

Provides direct technical support and assistance to end-users over the phone, in person, and or remotely
Manages and handles all escalated tickets from Level 1, identifies the best solutions based on information provided by customers
Provides in depth technical support; diagnose and resolve problems ranging from Tier 1 -3 type issues. Troubleshoots applications, errors, and operating systems (Windows 10). Mitigates and handles system viruses, malware, spyware, and adware. Hardware component replacement and use of system imaging software to create and load images.
Proactively monitors and identifies trends and behaviors in systems support and addresses the findings or escalates to other IT team resources
Supports audio/visual systems (TVs, projectors, etc.), and video teleconference systems (VTC)
Contributes to timely and accurate communications with other parts of the organization regarding IT
Acts as the escalation line of support for complex IT support issues from helpdesk staff, employees, and team members
Monitors, manages, and tests desktop system backups
Processes new hires, employee changes, and separations, including network and telephone account creations/modifications and coordination of equipment configuration and installation
Receives and tracks hardware assets according to policy and processes equipment delivery/shipping as needed
Ensures that all assigned tasks are completed in a manner that meets regulatory requirements and updates or creates procedures to address any potential issues
Requires traveling to all corporate and remote sites for handling outstanding and reported issues. May occasionally need to travel to other locations within the US.
Performs other duties as assigned