Desktop Support Specialist

Position Profile The Specialist, Desktop Support is responsible for the daily support of site-specific network and workstation operating systems, workstation connectivity, workstation and peripheral hardware, and end-user applications. This position responds to Associate Engineer escalated support requests or management support requests and needs, with the primary focus being customer service and the ability to help, regardless of whether the problem is technical, user error, or training. The Engineer is responsible for thoroughly documenting all relevant information to the support request ticket in the Help Desk Database upon closure of the ticket or upon escalation of the support request to a Senior Engineer (Level 3). Responsibilities include escalating any network, personnel, and end-user issues that may impact customer satisfaction or the achievement of contractual Service Level Agreements to the attention of the Help Desk Manager. The Engineer is responsible for following all Help Desk Standard Operating Procedures that pertain to the particular client site they are supporting.

Job Duties And Responsibilities

• Daily support of site-specific network and workstation operating systems, workstation connectivity, workstation and peripheral hardware, and end-user applications.
• Responds to Associate Engineer (Level 1) escalated support requests and resolves the support request in a timely, accurate, and professional manner.
• Escalates the support request to a Senior Engineer (Level 3) if the support request cannot be resolved in a timeframe that meets the end users’ needs.
• Listens, understands, communicates, and then delivers support to the end user.
• Continuously informs the end user and/or the Associate Engineer (Level 1) on the progress of the resolution.
• Informs end users of any major problems or scheduled down times when instructed by IT or the Help Desk Manager.
• Tests new or enhanced applications including systems enhancements and provides feedback to the Help Desk Manager as well as the Client Site Manager of User Support.
• Provides end users with detailed remote access knowledge and documents complete troubleshooting information.
• Provides support and guidance to Associate Engineers (Level 1), assists Senior Engineers (Level 3) with complex network issues, studies, and analysis.

Qualifications (Education, Experience, And Certifications) Typically Required

• High School Diploma
• Secondary School Degree Preferred
• Technical Training & Certifications a plus (e.g., A+, Network+, MCP, MCSE, MOUS)
• IT Help Desk support experience (application & hardware support)
• Three years of industry experience

Knowledge, Skills, And Abilities

• Good listening, communication, and customer service skills
• Good customer service skills
• Problem-solving and judgment skills

Working Conditions, Mental, and Physical Demands

• Typically, an office environment with adequate lighting and ventilation, and a normal range of temperature and noise level.
• Work assignments are diversified. Interpret, comprehend, and apply complex material, data, and instruction. Prepare, provide, and convey diversified information.
• Minimal physical effort required. Work is mostly sedentary but does require walking, standing, bending, reaching, lifting, or carrying objects that typically weigh less than 10 lbs. (e.g., papers, books, files, and small parts, etc.).
• Moderate dexterity—regular application of basic skills (calculator, keyboard, hand tools, eye/hand coordination).

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with a job.