Desktop Support Specialist - Cambridge, MA

Merge IT•Cambridge, MA

1d•Onsite

About The Position

Our enterprise-level client in Cambridge, MA, has an immediate need for a Desktop Support Specialist. This role involves providing complex technical support, planning, and coordination for end-user touchpoints of the distributed computer environment. The specialist will handle desktop, software, and hardware installation, support, and distribution, as well as remote access technologies. Responsibilities include analyzing, diagnosing, installing, and resolving complex desktop computer, operating system, application software, and hardware issues. The role also involves managing network cable management processes, providing technical input to the Desktop Services team, and working independently with minimal supervision. The specialist will act as a technical liaison with user groups and other IT partners, understand the business impact of support issues, and manage technical components of desktop-related projects. Coordination of contracted labor for installations, moves, adds, and changes is also a key function. The position requires creativity and initiative in problem-solving, technical documentation, inventory updates, and trouble ticket management.

Requirements

2+ years of progressive experience in the desktop environment.
Advanced knowledge and understanding of Windows desktop operating systems.
Advanced ability to perform complex troubleshooting and analysis of PC hardware, PC operating systems, and office automation software, with expert level knowledge in at least one area of specialization.
Intermediate knowledge of the Windows Server Operating System and the ability to perform domain related administrative tasks.
Ability to perform troubleshooting and analysis of PC hardware, PC operating systems (Win95, WinNT, Win2000, WinXP, Windows 2007) and office automation software, with expert level knowledge in at least one area of specialization.
Ability to perform troubleshooting and analysis of Microsoft Office Suite of products including versions 2007 and 2010.
Intermediate knowledge and understanding of LAN environments
Intermediate knowledge of communication protocols
Intermediate knowledge of PC-to-Mainframe access.
Intermediate knowledge of LAN based e-mail systems (e.g., Outlook, MS Exchange)
Creativity and advanced problem solving skills that lead to effective solutions to complex and varied problems.
A demonstrated ability to encourage and model positive cross-team partnerships.
Intermediate ability to perform complex troubleshooting and analysis of network system devices and PC network hardware and client software.
Audio Video setup and troubleshooting skills.
Knowledge of printer Maintenance.

Responsibilities

Provides complex technical support, planning, and coordination for End User touch points of the distributed computer environment, including desktop, software, and hardware installation, support and distribution, and remote access technologies.
Performs analysis, diagnosis, installation, and resolution of complex desktop computer, operating system, application software and hardware technologies, and associated problems.
Performs analysis, diagnosis, installation, and resolution of remote access technologies and associated problems.
Performs analysis, diagnosis, coordination, and planning of horizontal network cable management processes including installation, moves, adds, changes, and repairs.
Provides complex technical input to the Desktop Services team and assumes a supporting role in selecting and utilizing appropriate tools and techniques for timely service delivery.
Works independently with little to no direct supervision in analysis, design, and implementation of desktop solutions to fulfill business unit requirements.
Acts as a technical liaison with user groups and other IT partners for systems support and implementation.
Provides an effective interface among users, vendors, IT partners, and consultants in evaluating technical issues and products.
Responsible for partnering with the business units supported to understand the business impact of support issues.
Responsible for project analysis, design, coordination, and planning for all technical components of desktop related projects.
Coordinates schedules and technical work order instructions to contracted labor for installations, moves, adds, and changes within the desktop computing environment.
Demonstrates creativity and initiative in problem solving.
Technical documentation of hardware/software additions or changes.
Updates inventory additions and changes to the inventory database.
Updates and closes trouble tickets and service requests.