Desktop Support Specialist - Mesa
Gulfstream•Mesa, AZ
About The Position
The Remote Support Specialist acts as technical support for systems supporting Remote Services, including Wintel, UNIX, VMware, storage, backup, print, network, and telecommunication services. The role provides expert remote desktop support and basic server, telecommunication, and network support, with a focus on service delivery, technical excellence, and customer satisfaction. The position also provides onsite technical support and participates in engagements with a strong business and technology focus.
Requirements
- Bachelor's degree or an equivalent combination of education and experience sufficient to perform the essential job functions.
- Five years of experience providing expert remote desktop support and basic server, telecommunication, and network support.
- Basic administrative experience with Windows Server 2008 R2 or later, or Windows Active Directory.
- Experience supporting Windows 7 or later desktops.
- Working knowledge of Mac OS, iOS mobile devices, and Cisco Call Manager.
- Ability to read, write, speak, and understand English.
- A credit history check from a national credit bureau will be conducted for candidates, including new hires and current employees seeking promotion or transfer.
Nice To Haves
- Windows 11, Microsoft Office 365, and Citrix skills.
- A degree in Computer Science, Management Information Systems, or a technology-related field.
- At least one industry certification: Microsoft Technology Associate (MTA), CompTIA A+, MCTS/MCP Windows 7 or above, or CCNA.
Responsibilities
- Provide expert remote desktop support and basic server, telecommunication, and network services, focusing on service delivery, technical excellence, and customer satisfaction.
- Meet or exceed organizational goals for quality, cost per contact, customer satisfaction, first-contact resolution, and service availability.
- Participate in engagements with a strong business and technology focus.
- Provide onsite technical support using strong listening skills to understand situations accurately and a sense of urgency to resolve customer issues.
- Provide expert support for desktops, printers, mobile devices, telephones, network devices, and server administration.
- Ensure root cause analysis is performed according to Gulfstream policies and standards.
- Produce accurate documentation at the client and incident levels.
- Drive process improvement.
- Perform other duties as assigned.
