Desktop Support Specialist - Mesa
Gulfstream•Mesa, AZ
About The Position
The Remote Support Specialist provides technical support for systems supporting Remote Services, including Wintel, UNIX, VMware, storage, backup, print, network, and telecommunication services. The role focuses on service delivery, technical excellence, and customer satisfaction, while helping meet organizational goals for quality, cost per contact, customer satisfaction, first-contact resolution, and service availability. It also includes participation in engagements with a strong business and technology focus.
Requirements
- Bachelor's degree or equivalent combination of education and experience to successfully perform the essential functions of the job.
- Five years of experience providing expert remote desktop support and basic server, telecommunication, and network support.
- Basic administrative experience with Windows Server 2008R2 or greater, or Windows Active Directory.
- Experience supporting Windows desktops, Windows 7 or greater.
- Ability to read, write, speak, and understand English.
Nice To Haves
- A degree in Computer Science, Management Information Systems, or a technology-related field is highly preferred.
- Windows 11, Microsoft Office 365, and Citrix skills are strongly preferred.
- At least one of the following industry certifications is preferred: Microsoft Technology Associate (MTA), CompTIA A+, MCTS/MCP Windows 7 or above, or CCNA.
- Working knowledge of Mac OS, iOS mobile devices, and Cisco Call Manager.
Responsibilities
- Provide expert remote desktop support and basic server, telecommunication, and network services.
- Provide onsite technical support, using strong listening skills to understand customer situations and urgency to resolve issues.
- Provide expert support for desktops, printers, mobile devices, telephones, network devices, and server administration.
- Ensure root cause analysis is performed in accordance with Gulfstream policies and standards.
- Produce accurate documentation at the client and incident level.
- Drive continual process improvement.
- Perform other duties as assigned.
