Desktop Support Specialist

Key Responsibilities

• Providing on-demand phone support through the call center to address immediate technical inquiries and issues from end users.
• Accurately recording time spent on tasks within the Service Desk platform.
• Utilizing Intervals for recording time spent on various tasks and projects.
• Resolving telecommunications issues or problems.
• Initiating communication with vendors, including internet carriers and bulk TV providers.
• Participating in acquisitions and dispositions of communities in person, involving travel as necessary.
• Providing first-line support for end users contacting the helpdesk, escalating as necessary.
• Adhering to predefined Service Level Agreement (SLA) agreements.
• Conducting follow-up with end users to ensure satisfaction with the resolution of technical issues.
• Collaborating with various teams to restore service, identify and resolve issues, and document all resolutions effectively.
• Supporting and maintaining systems, including account and user management for various web-based tools.
• Undertaking IT project and task-related functions, which may include data entry and hardware swap-outs.
• Documenting system changes and escalating any significant changes to Tier 3 for approval.
• Consulting with end users to determine system needs or requirements before initiating hardware swaps post-troubleshooting.
• Assisting new employees with first-time login procedures and addressing day-one-related questions.
• Providing support for mobile devices and phones, as well as for printers, copiers, and fax machines.

Requirements & Tech Stack

• Service Desk Plus
• TeamViewer
• Microsoft Office Suite
• Avaya
• iOS and Android
• HP/Xerox printers and copiers
• Zoom
• eFax
• Active Directory

Qualifications

• Associate degree minimum in IT.
• Experience with various computer related technologies and systems.
• Fundamental understanding of hardware and software installation and troubleshooting in a desktop computing environment.
• Knowledge of network connectivity, PC software and operating systems.
• Customer service experience is highly recommended.
• Operating Systems
• User Hardware and Accessories
• Office Products
• Networking Skills
• Server Management Skills
• Imaging experience
• Mobile device support
• User account management
• Excellent communication and organizational skills.
• Excellent decision making and problem-solving skills.
• Excellent note taking and documenting skills.
• Ability to work with and follow up with vendors.
• Ability to complete tasks and close tickets based on preset SLAs.
• Ability to follow up with users to ensure satisfaction.
• Acceptable fluency in English in order to perform job duties and speak, read, write, and communicate with all others.
• Team player and good personality, works well on their own, quick learner and self-motivated, punctual, ability to provide updates regularly.
• Must have an adequate internet connection and computer setup.
• Must be able to hold stock inventory if required.
• Position and shifts must be covered during standard business hours in the Central Time Zone.
• Must have the ability and license to drive an automobile, and driving an automobile is an essential function of this job.