Desktop Support Specialist

About the Role

The Desktop Support Specialist assists staff in Maxim’s Corporate Office and remote locations with technical support of desktop computers, applications, and related technology. Support includes specifications, installation, and testing of computer systems and peripherals within established guidelines. The Desktop Support Specialist also helps maintain and test associated equipment.

Key Responsibilities

• Assists employees with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment, and software.
• Works with vendor support contacts to resolve technical problems with desktop computing equipment and software.
• Ensures desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers, and administrative systems.
• Works with procurement staff to purchase hardware and software.
• Assesses functional needs to determine specifications for purchases.
• Assists with supporting projects and programs.
• Researches new software as recommended by the Company or its clients, and makes purchase recommendations.
• Troubleshoots and resolves all support calls escalated from the Solution Center.
• Implements all IT security standards.
• Orders computer supplies.
• Performs other duties as assigned/necessary.

Requirements & Tech Stack

• Windows and Mac devices (laptops, desktops, tablets)
• Hardware troubleshooting and replacement on desktop and laptop PCs.
• Software installation, patches, and updates on desktops, laptops, servers.
• Troubleshooting basic network, software, and printing problems.
• Microsoft products, including, but not limited to, SCCM, Office, Project, Internet Explorer, and Visio.

Qualifications

• A preferred minimum of 6 months to 3 years of experience supporting Windows and Mac devices.
• At least two (2) years of customer service experience in an IT environment required.
• High School diploma or equivalent required.
• CompTIA A+ certification and/or MCP certification is a plus.
• Excellent customer service, problem-solving, and conflict resolution skills.
• Proven team player with outstanding interpersonal and communication (written & oral) skills.
• Experience with Remedy ITSM preferred.
• Strong written and verbal communication skills necessary.
• Ability to handle stressful situations in a calm, courteous, and efficient manner.
• Ability to meet deadlines and multitask.
• Flexibility in supporting on-call requirements.
• Proficiency in the English language is required.