Sr. Desktop Support Specialist

Inspira Financial•Oak Brook, IL

About The Position

The Sr. Desktop Support Specialist will report to the Desktop Support Manager in the Technology Department. This role is responsible for providing employees located in our corporate office, as well as remote locations, with Level 1 and 2 support for the desktop environment including deployment of desktops and laptops and when applicable physical server/network equipment installation, configuration, application installation, troubleshooting, incident and request handling. Although rare, this position is expected to be responsive after hours to both end user issues and emergency text alerts for critical servers and applications.

Requirements

3-5 years of experience in Help Desk, System Admin, or Desktop Support role
Bachelor’s Degree in Computer Science or related degree or related experience required
Experienced in Active Directory user administration, OS imaging processes, ticketing, SW installation, VM/VDI/Citrix, SCCM, automated ticketing systems, troubleshooting in the Windows desktop environment (networking, OS, Microsoft Office suite, PC hardware), network and local printer installation
Intermediate level understanding of SCCM client troubleshooting
Knowledge of TCP/IP, Windows Security (Share and NTFS permissions)
Extensive knowledge Windows OS and related configuration
Knowledge of Servers, Switches, Routers, and Data Center related HW
Experience in handling escalated issues, resolving more complex technical issues
Experience with VOIP/Telephony systems
File server maintenance and management of shares and quotas
Familiar with remote user support (VPN/RSA/Citrix/VDI)
A self-starter able to work with minimal direct supervision
Must have excellent written and verbal communication skills
Ability to present ideas and solutions in user-friendly language
Must be able to analyze issues and have excellent troubleshooting skills
Must be comfortable working in a fast-moving environment and willing to step up and take responsibility for their deliverables
Ability to prioritize tasks and manage overall workload
Ability to communicate status of tasks (progress and milestones)
Ability to research complex problems
Experience working with tickets and internal customers directly
Highly self-motivated and directed
Ability to provide personal transportation from time to time
Occasionally lifts up to 25 pounds
Prolonged periods of sitting at a desk and working on a computer

Nice To Haves

CompTIA A+, or MCSA Certifications preferred
Experience in a high availability environment preferred

Responsibilities

Diagnose, research and troubleshoot computer system issues, including operating systems, hardware and software, networking, VPN, connectivity, anti-virus and other network devices/peripherals, both remotely and on-site
Serve as a main point of contact for handling escalated issues and resolving more complex technical issues
Research complex problems and work with vendors on support issues including coordination of hardware warranty repair
Assist with management of Exchange and Active Directory environments
Assist with management of mobile devices via Airwatch or Intune
Assist with management of various corporate services and applications
Own and drive implementation of new software, upgrades of existing software and procedural documentation and other projects
Utilize strong understanding and skills in Incident and Request Management for tracking and reporting requirements.
Provide on-call emergency services after business hours, holidays and weekends as required
Other duties as assigned