Desktop Support Specialist - Help Desk

San Antonio Water System•San Antonio, TX

12d•Hybrid

About The Position

The Desktop Support Specialist is responsible for maintaining, analyzing, troubleshooting, and repairing personal computer systems, mobile devices, hardware, software, and computer peripherals. This role may assist customers via remote access, phone, or in person. The position also involves maintaining and troubleshooting Audio/Video equipment and coordinating support with related A/V vendors. The Desktop Support Specialist supervises Help Desk team members with escalated incident and service requests and takes the lead on projects and service requests between departments and vendors.

Requirements

Associate’s Degree in Computer Science or Information Systems from an institution accredited by a recognized accrediting agency.
One year of experience managing short-term projects and coordinating team members, departments and vendors.
Four years' experience in installing, configuring, and troubleshooting PC/Workstations and peripherals in a network environment.
Valid Class "C" Texas Driver's License.
Current certification in one of the following CompTIA A+ Microsoft 365 Certified Fundamentals Cisco Certified Support Technician (CCST)
Ability to report to work on time, maintain a good attendance record, and work all designated work schedules.

Nice To Haves

Seven years' experience in installing, configuring, and troubleshooting PC/Workstations and peripherals in a network environment.
CompTIA Network+ or CCENT certification.
Possess a CompTIA Project+ certification
Experience supporting and prepping for small to medium sized standard and executive meetings. Including pre-testing, implementing last-minute requests, and day of coverage.
Basic understanding and support of common A/V equipment such as microphones, conferencing kits (such as WebEx Kit Mini, Standard and Pro), cameras, conference phones, etc.

Responsibilities

Provides technical support for Information Services customers employing a number of technical troubleshooting skills.
Installs, configures, and troubleshoots personal computer hardware and mobile device components including motherboards, disk drives, RAM expansion cards, and microprocessors.
Coordinates with help desk staff in support of the end user hardware and software issues.
Creates, updates, and installs hard drive images on personal computers and Laptops in order to meet user’s needs.
Installs and configures software components including operating systems and client applications.
Configures and troubleshoots network interface devices ensuring proper network connectivity.
Installs, configures, and maintains stand alone and networked printers.
Coordinates with network staff in maintenance and installation of network cabling infrastructure.
Coordinates with systems administrators to resolve software and security rights issues.
Documents, maintains, tags, inventories, upgrades, or replaces hardware and software systems.
Assists Client Services Supervisor with coordinating team members, departments and vendors to deliver service requests on time and on budget.
Creates documentation for projects throughout life cycle including end of project maps and procedures and provide regular follow up to all parties.
Supervises and directs escalated technical requests for Help Desk team.
Trains SAWS employees in proper computer use procedures.
Trains Help Desk staff on operational procedures and troubleshooting techniques.
Provides training on new hardware and/or software applications as requested.
Provides new Help Desk staff onboarding training.
Maintains and troubleshoots Audio/Video equipment and coordinates support with related A/V vendors.
Performs other duties as assigned.