Senior Specialist, IT Desktop Support
About The Position
As a member of the IT Desktop Support team, this position is responsible for interfacing with the IT Service Desk as a 2 nd level escalation in user communication and technical support. This position will work extensively within the Incident, Service Request, Knowledge, and Asset Management processes; ensuring proper troubleshooting, restore, and completeness of services requested by the customer or internal IT teams. Technology support is focused on all desktop interaction points that a customer may engage with, including, access provisioning, hardware deployment, software management, general support and questions, compliance, and IT purchasing. In addition, this role serves as a mentor to other IT Desktop Support Specialist team members and often serves in a leadership capacity.
Requirements
- 5+ years’ experience supporting electronic user devices to include but not limited to desktops, laptops, printers, RF guns (mobile computers)
- Strong written and verbal communication skills
- Experience administratively supporting Microsoft Windows (Desktop and Server)
- Experience with Microsoft Office suite (Outlook, Visio, Excel, and etc.)
- Experience with network switching technology (VLAN, TCP/IP, DHCP, and etc.)
- Experience with diagnosing and troubleshooting software and hardware issues
- Able to lift 50 lbs.
- Self-starter/Ability to work independently
- Enthusiastic about technology
- Strong customer service skills
- Knowledge of the ITIL disciplines
- Proven leadership and work ethic
- Able to work quickly and effectively under pressure and to efficiently handle multiple priorities simultaneously
- Must be 18 years of age
- High school diploma is required
- Minimum 5 years of experience in a Service Desk or Desktop support environment
- CompTIA A+ or Network + certification
- Microsoft certifications related to Desktop and/or Server support
Nice To Haves
- Bachelor’s degree from an accredited college or university in Computer Science, Information Systems, or related IT field is preferred
Responsibilities
- Provide support to end users or processes that cannot be resolved by 1 st and 2 nd level support (Service Desk and Desktop Support)
- Serve as a Technical Lead and mentor to Desktop Support Specialists
- Work with end users and provide support services aligned to defined service level agreements (SLA) and to ITIL standards
- Monitor, troubleshoot and maintain all end user computing technologies including, but not limited to, desktops, laptops, docks, monitors, printers, LAN, phones, conference devices, mobile devices and related Operating Systems and software
- Uphold and implement security standards in compliance with IT Security department
- Manage support interactions through the IT Service Management System
- Support users by writing and maintaining documentation that help to answer questions and resolve problems
- Assist Management in gathering information and creating processes, procedures, and policies
- Work on special assignments as they arise
- Gather information for status reports on progress of projects, open items, and issues
- Follow the established standards for documenting projects, configurations, and standard operating procedures
- Perform all job related responsibilities with minimal management direction and guidance
- Work within the defined Incident, Request, Asset, and Change Management processes
- Responsible for compliance including password management, documentation, maintenance, provisioning access, and data protection procedures
- Work to minimize downtime impact on users through accurate communication, planning of scheduled downtimes and quick problem resolution for unscheduled downtimes
- Monitor performance, diagnose issues, and perform emergency and scheduled maintenance as required on IT systems
- Participate in strategic initiatives by performing technical and process project activities
- Engage with audit and follow audit guidelines as requested
- Provide 24/7 on-site support as required
Benefits
- Competitive financial benefits, including a generous 401(k) match and (for eligible roles) our Annual Incentive Plan
- A wide range of benefit options at affordable rates
- Additional perks to assist employees with their work-life effectiveness, such as Paid Time Off, Company Holidays, and Tuition Reimbursement
- Additional information on health and welfare benefit offerings can be found at https://www.icumed.com/about-us/careers/investing-in-your-future/
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
Number of Employees
1,001-5,000 employees
