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Desktop Support Specialist

Job Type : Temp/Contract
Hours : Full Time
Travel : No
Relocation : No
Job Industry : Education - Teaching - Administration

Job Description :

The Desktop Support Specialist works within a team to provide supported customers professional computer support services, including resolving software, hardware, and network issues.  


 


Provide technical assistance to customers and other support specialists, for solving software, hardware, and network issues across a wide range of Windows and Mac OS platforms. Support customers both on-site and remotely in a professional, client-focused manner, both in a team setting and independently with limited direction. Responsible for delivery and setup of new and updated workstations and peripherals, addressing related support issues, and documented inventory management.


 


Critical tasks performed by this area also include communicating, tracking and reporting computing environment outages. Responsible for receiving, resolving, escalating, and monitoring complex customer issues/requests.  Responsible for leading less experienced staff in the provision of immediate assistance and issue resolution.


 


70     %


Provide desktop support and technical assistance to customers and other support specialists, for solving software, hardware, and network issues across a wide range of Windows and Mac OS platforms. Support customers both on-site and remotely in a professional, client-focused manner, both in a team setting and independently with limited direction. Responsible for delivery and setup of new and updated workstations and peripherals, addressing related support issues, and documented inventory management.


 


10    %


Provides front-line and second-tier support to end users for supported systems and services. Leads in the provision of immediate assistance and resolution for end-users of university services. Responsible for the identification, prioritization and resolution of the most complex reported issues (i.e. escalated tickets). Ensures support is coordinated, monitored, logged, tracked, and resolved.   


10    %


Creates and maintains knowledge articles used to support our customers. Identifies knowledge gaps and requests that additional documentation be provided to better serve our customers. May provide 24/7 on-call coverage as needed.   


10    %


Provides status reports and performs timekeeping on a weekly basis.  Works with project managers within the University as part of a project team to provide technical desktop support and deployment skills within the framework of a project.   


 














Required: 


 


 



Bachelor’s degree or an equivalent combination of education and experience.  Experience or knowledge supporting desktop computers running Windows, Mac OS or both in a network environment. Ability to work as part of a team and take the initiative to work independently. Ability to maintain and manage information and documentation in an organized, systematic way. Professional experience providing customer service.



Desired:


 


 


 



More than two years of experience supporting desktop computers running Windows, Mac OS or both in a network environment. A bachelor's degree in information technology, information management, or a related field. Excellent interpersonal skills, including verbal, nonverbal and written communication skills. Experience with image management and deployment. Experience with and exposure to a wide variety of commercial and educational productivity applications. Experience with support systems and remote desktop technologies. Professional experience in a university setting.



Required Qualifications :
 
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