Desktop Support Specialist
About The Position
The Desktop Support Specialist (DSS) assists United Way of SWPA employees, contractors, and other partners (End Users) with organization provided and supported hardware and software systems. The DSS receives reports of technology related concerns from End Users through in person interactions, telephone calls, email, and other electronic communications (e.g., instant messaging, chat, SMS), managing these requests using the service desk management ticketing system. The DSS identifies root causes for the symptoms reported, researches ways to remediate or mitigate these root causes, selects the most appropriate resolution, and coordinates corrections with the affected End Users. The DSS is responsible for installing, monitoring, and maintaining End User computers and related peripherals through the entire system life cycle. The DSS assists in the monitoring and maintenance of other technology systems and network infrastructure under the direction of other Information Technology (IT) staff.
Requirements
- An associate's degree in a Technical field such as Computer Science, Information Science, Engineering or related field is required.
- An equivalent combination of experience and education may be considered in lieu of education.
Nice To Haves
- A bachelor's degree in a Technical field and one to three years as a Help Desk Specialist is preferred.
Responsibilities
- Assists United Way of SWPA employees, contractors, and other partners with hardware and software systems.
- Receives reports of technology related concerns from End Users through various communication methods.
- Manages requests using the service desk management ticketing system.
- Identifies root causes for reported symptoms.
- Researches ways to remediate or mitigate root causes.
- Selects the most appropriate resolution and coordinates corrections with End Users.
- Installs, monitors, and maintains End User computers and related peripherals.
- Assists in the monitoring and maintenance of other technology systems and network infrastructure.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
