I-Flow
Overview
As a Desktop Support Specialist, you'll coordinate, diagnose, and troubleshoot requests for assistance at Client sites and remote users in the US and Canada. You will work onsite every day in the Guidepost walkup support area and the IT site support area. You will provide support services to employees with technical problems and information technology issues involving desktop, laptop, or network services. Schedule: 7 AM-5 PM, Monday to Friday (avg. 8 hours of work with 1 hour non-billable lunch). This position may convert to FTE depending on performance and business needs. Must possess outstanding critical thinking and excellent communication skills. Responsibilities Use ITSM ticketing system (Service Now) to document all work performed Perform advanced troubleshooting technology and applications troubleshooting/repair/resolution for all endpoints (laptops, desktops, kiosk machines, and mobiles/tablets) Experience with deploying, updating, optimizing, and troubleshooting Windows-based and Mac-based workstations in a corporate environment leveraging AutoPilot, Microsoft Intune, Jamf (Casper), and other system management tools Hardware and software provisioning (check-in and check-out) Coordinate with other IT groups to achieve committed SLAs and deliver world-class customer service Communicate articulate technical solutions to non-technical users in simple, easy-to-understand terms Occasional work to move/lift IT gear and move within the site Possibly assist with replacing monitors and other hardware Understand basic network troubleshooting of Wi-Fi and other connectivity issues
Qualifications
3+ years in a fast-paced Desktop Support role with changing priorities, escalations, and a high volume of tickets (50-75 per week) Preferred skills Deploying, updating, optimizing, and troubleshooting Windows-based and Mac-based workstations in a corporate environment leveraging ConfigMgr, Microsoft Intune, Jamf (Casper), and other system management tools Experience with wired/wireless networks, VPN, collaboration tools (chat and video conferencing), A/V devices, and conference room systems Familiarity with standard helpdesk ticketing tools (ServiceNow, Jira) Support experience with Office365, all major browsers, third-party popular applications, encryption software, anti-virus solutions, Virtual Desktop Infrastructure (VDIs), Active Directory, file and printing services, and shared drives Ability to coordinate and communicate at all levels within the organization Business Stakeholders, Vendors, Suppliers, Senior Managers, and C-Level Execs Tech savviness ability and passion for learning new technology and tools Passion for customer support drive to help end-users perform their jobs effectively Prioritization skills ability to analyze support requests and prioritize by impact Discipline ability to actively manage help desk tickets and internal IT tasks Ability to consistently set and meet or exceed customer expectations Strong documentation skills and the ability to articulate technical solutions to non-technical users
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
IT Services and IT Consulting
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As a Desktop Support Specialist, you'll coordinate, diagnose, and troubleshoot requests for assistance at Client sites and remote users in the US and Canada. You will work onsite every day in the Guidepost walkup support area and the IT site support area. You will provide support services to employees with technical problems and information technology issues involving desktop, laptop, or network services. Schedule: 7 AM-5 PM, Monday to Friday (avg. 8 hours of work with 1 hour non-billable lunch). This position may convert to FTE depending on performance and business needs. Must possess outstanding critical thinking and excellent communication skills. Responsibilities Use ITSM ticketing system (Service Now) to document all work performed Perform advanced troubleshooting technology and applications troubleshooting/repair/resolution for all endpoints (laptops, desktops, kiosk machines, and mobiles/tablets) Experience with deploying, updating, optimizing, and troubleshooting Windows-based and Mac-based workstations in a corporate environment leveraging AutoPilot, Microsoft Intune, Jamf (Casper), and other system management tools Hardware and software provisioning (check-in and check-out) Coordinate with other IT groups to achieve committed SLAs and deliver world-class customer service Communicate articulate technical solutions to non-technical users in simple, easy-to-understand terms Occasional work to move/lift IT gear and move within the site Possibly assist with replacing monitors and other hardware Understand basic network troubleshooting of Wi-Fi and other connectivity issues
Qualifications
3+ years in a fast-paced Desktop Support role with changing priorities, escalations, and a high volume of tickets (50-75 per week) Preferred skills Deploying, updating, optimizing, and troubleshooting Windows-based and Mac-based workstations in a corporate environment leveraging ConfigMgr, Microsoft Intune, Jamf (Casper), and other system management tools Experience with wired/wireless networks, VPN, collaboration tools (chat and video conferencing), A/V devices, and conference room systems Familiarity with standard helpdesk ticketing tools (ServiceNow, Jira) Support experience with Office365, all major browsers, third-party popular applications, encryption software, anti-virus solutions, Virtual Desktop Infrastructure (VDIs), Active Directory, file and printing services, and shared drives Ability to coordinate and communicate at all levels within the organization Business Stakeholders, Vendors, Suppliers, Senior Managers, and C-Level Execs Tech savviness ability and passion for learning new technology and tools Passion for customer support drive to help end-users perform their jobs effectively Prioritization skills ability to analyze support requests and prioritize by impact Discipline ability to actively manage help desk tickets and internal IT tasks Ability to consistently set and meet or exceed customer expectations Strong documentation skills and the ability to articulate technical solutions to non-technical users
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
IT Services and IT Consulting
#J-18808-Ljbffr