Desktop Support Specialist II
Desktop Support Specialist II
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Job Description
The Desktop Support Specialist II (DSSII) will provide support maintenance and IT training within the organizations IT environment. This includes but is not limited to installing diagnosing repairing and upgrading all hardware and software troubleshooting problem areas and providing end-user assistance where required escalating issues when considered appropriate to meet SLA expectations and managing end-user access in Active Directory (AD) Office365 and other systems as needed. In this role you will report to the IT Systems Manager.
Duties/Responsibilities:
Provides excellent internal and external customer service by exhibiting the aptitude and desire to respond quickly drill-down and find root causes and follow-through with solutions to minimize disruption in user productivity
Act as the main point of contact for resolving all IT software hardware and network connectivity issues
Acts as an instructor to new IT support staff to bring them up to speed on company IT processes hardware/software handling and general office procedures
Provide Level 2 technical support with issues relating to (but not limited to): Laptops mobile devices and printing
Manage and maintain IT asset inventory and software licensing and work with management to ensure that systems and software are accurately recorded tracked and retired as necessary
Participates in procurement of hardware/software as needed and maintains inventory room procedures
Research relevant technology trends and provide guided recommendations for cost-effective solutions that provide the organization with a competitive advantage and increased productivity
Shows interest in pursuing additional education in relevant coursework related to job duties
Coordinate system upgrades maintain optimal performance and routine testing of system fail over as well as ensuring appropriate levels of system redundancy are maintained
Attains goals as set forth in annual performance evaluation
Consistently meets deadlines for assigned projects
Performs regularly scheduled on-call duties as required
Performs all other duties and projects as assigned
Required Skills/Abilities/Knowledge:
Demonstrated commitment to providing exceptional level of service
Exceptional written and verbal communication skills are required with demonstrated ability to communicate effectively with varied audiences in a highly collaborative environment
Strong organizational communication time management and analytical skills
Exceptional interpersonal skills with a focus on rapport-building listening and questioning skills
Ability to present with clarity confidence and poise
Proven critical thinking and problem-solving abilities including resolving complex problems requiring innovative solutions
Effective multi-tasking and prioritization skills with a sense of urgency
Ability to conduct research into hardware and software issues and products including reaching out to vendors/manufacturers/providers as needed
Must be detail oriented and self-motivated. Show independent work capability
Proficiency with various software programs including Microsoft Office products (e.g. Excel Word PowerPoint Outlook) is required
Understanding of networking including IP Addressing DHCP and DNS network printing mapping network drives
Experience with Microsoft 365 products including installation and support
Working knowledge of PCs iOS and Android devices
Ability to install diagnose test and repair PC hardware software devices and printers
Skilled in hardware installation upgrading and troubleshooting with the ability to quickly and efficiently assist end-users
Demonstrated hands-on software and hardware troubleshooting experience
Strong documentation skills required. Clear notes and references
Clear understanding of network principals and implementation
Ability to lift or transport reasonably heavy objects such as computers equipment and supplies
Perform related duties consistent with the scope and intent of the position
Travel to on-site locations as needed to perform maintenance installation replacement of hardware and software and support personnel during office moves or new office locations
Education/Experience/Licenses/Certifications:
Associate degree or higher (preferred) in a technical or computer science discipline; IT certifications without a degree or other equivalent will be considered
CompTia A Security Network certifications a plus
Minimum 3 years experience working in IT Support or Helpdesk role
Experience in the medical industry is a plus
Benefits Perks of Joining the Team Select Family
Medical Dental and Vision Insurance
Paid Time Off and Paid Sick Time
401(k)
Referral Program
Pay Range: $23 - 25 / hour
Team Select Home Care reserves the right to change the above job description and qualifications without notice. Team Select Home Care will not discriminate against you on the basis of race color religion national origin sex sexual preference disability political belief veteran status age or any other status protected by law. Team Select Home Care is an employment-at-will employer.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
