Desktop Support Services

Cushman & Wakefield • Saint Louis, MO

5d

About The Position

The Technical Support Specialist resolves incidents escalated from first-line support and the internal tech/genius bar, and helps end users adopt technology within an assigned market. The role follows internal incident, change, configuration, and project management processes and established service level agreements. It provides desktop and device support, including PC break-fix, onboarding and off-boarding, Microsoft Teams VoIP, iOS and Android mobile devices, conference-room technology, and technology deployment and training. The specialist also provides white-glove support to company executives and supports North American Brokerage and Valuation and Advisory service lines.

The position handles second-level escalations, manages tickets and incident documentation, supports local and remote offices, and works with subject-matter experts, engineering teams, and vendors on onsite troubleshooting and technical procedures. It contributes to projects, problem and trend analysis, knowledge-base documentation, change management, and end-user technology enablement. Scheduled maintenance or emergencies may require after-hours or weekend support.

Requirements

• Bachelor's degree or equivalent experience; a related computing field is preferred.
• At least 3 years of technical experience in a corporate environment.
• Knowledge of IT processes, general controls, project management, and system development life cycles.
• Strong customer-service skills, including written and verbal communication.
• Conflict-resolution skills.
• Strong analytical and problem-solving skills.
• Strong interpersonal skills to interact with end-user clients and team members across the organization.
• Time-management skills to balance and prioritize work.
• Ability to work independently and as part of a team.
• Proficiency with Windows operating systems.
• Proficiency with Microsoft Office 365, including Microsoft Teams.
• Fundamentals of Active Directory, Intune, and Azure.
• Familiarity with remote-support tools.

Nice To Haves

• Experience in a multi-state corporate environment with more than 10,000 employees.
• ITIL Foundation certification or knowledge.
• Industry-related technical certificates, or a similar combination of education and experience.
• Knowledge of enterprise ticketing systems such as ServiceNow or similar.
• Mac experience.

Responsibilities

• Resolve incidents escalated from first-line support and the internal tech/genius bar, following established processes and service level agreements.
• Provide PC break-fix support for local and remote offices, including software and peripheral setup, installations, configurations, wireless and LAN configurations, and access troubleshooting.
• Facilitate onboarding and off-boarding and follow asset-management processes.
• Support Microsoft Teams VoIP and iOS and Android mobile phones and devices.
• Perform conference-room technology health checks, provide technical support, and train users.
• Provide tech/genius bar support when applicable and coverage within an office or regional market.
• Provide white-glove support for company executives and support North American Brokerage and Valuation and Advisory service lines.
• Provide onsite, hands-on troubleshooting and technical procedures in coordination with subject-matter experts, engineering teams, and vendors.
• Assist remote support staff when additional resources are required.
• Manage service requests and incident tickets, keeping them updated and resolved promptly and documenting resolutions clearly and accurately.
• Escalate incidents to third-line support according to established guidelines and maintain ticket quality to support escalations and end-user status inquiries.
• Serve as the second-level escalation point from the Service Desk and resolve software, network, and hardware incidents while protecting data and system integrity.
• Contribute to ServiceNow knowledge articles and procedural documentation, keeping troubleshooting guidance up to date.
• Assist with trend and root-cause analysis and communicate problem trends identified during incident resolution.
• Complete in-house training on new technologies, services, processes, and policies; conduct information sessions and educate end users to encourage adoption and reduce repeat requests.
• Participate in project testing and support projects at supported sites, including office moves, infrastructure refreshes, and software updates.
• Follow change-management procedures, attend required training, and support change activities as a requestor or implementer.
• Provide after-hours or weekend support during scheduled maintenance or emergencies.
• Provide timely follow-up to end users and maintain service levels and quality standards.

Benefits

• Eligible employees may enroll in health, vision, and dental insurance programs.
• Flexible spending accounts and health savings accounts.
• Retirement savings plans.
• Life and disability insurance programs.
• Paid and unpaid time away from work.
• Competitive pay; the stated compensation range is $22.74–$26.75, with the offer depending on eligibility and other factors.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level