Desktop Support Specialist

Description
Company
SDI Presence LLC is an IT consultancy and managed services provider (MSP) that leverages its strong team presence to advance our clients to a secure digital enterprise. With a 25-year corporate resume, SDI delivers strategic managed services, IT consulting, and hybrid multicloud infrastructure solutions to optimize our clients' technology environments. SDI is NMSDC-certified, with a portfolio of clients that includes some of the nation's largest airports, utilities, commercial real estate portfolios, and government agencies. SDI is backed by Abry Partners, a Boston-based sector-focused private equity firm with $5B under management and more than 30 years of experience in the technology market. Visit us at SDIPRESENCE.COM and connect with us on TWITTER and LINKEDIN .
Although we list out what we generally look for in this job description, we are very likely missing other attributes and skills that you have that could make you a great fit but are not currently listed. The point we're getting at is it doesn't hurt to take a chance and apply!
Summary
The IT support specialist is responsible for the planning and delivery of technical support services for an organization including installation, consultation, troubleshooting, diagnosis, resolving technical issues in response to reported incidents and requests, end-user training, supporting optimal use of the organization's hardware and software technologies, enhancing system performance, and securing data. This position reports to the System Administrator with oversight of the CIO.
Responsibilities

• Diagnose and resolve end-user issues received via email, help desk system, or phone, in a timely manner through established protocol and troubleshooting; escalates to System Administrator as necessary
• Hardware repairs, replacements, maintenance, threat removal (virus, malware, etc.), and basic software configuration such as OS installations and driver configurations
• Configure, install, and support email clients, MS Office, and other software applications and tools
• Installation and configuration of printers
• Communicate and translate technical information to non-technical end users; maintain communication and monitor incident through resolution
• Create proper documentation of incidents, internal processes and procedures, and maintenance of equipment
• Train end users in the use of equipment, software, and information security policies and practices; develop training content
• Assist in the tracking of hardware and software inventory
• Basic network configurations in Windows (DHCP configuration versus static IP addresses)
• Support meeting and event AV technologies and hybrid meeting platforms including Zoom and Teams
• Assist with user onboarding/offboarding
• Work with the System Administrator in handling other miscellaneous IT projects
• May track and update IP numbers and data-jack numbers
• Assist and interact with hardware and software vendors as needed

Requirements

• Must be vaccinated and boostered for COVID
• 2+ year degree in a relevant field and/or professional experience
• 1 - 3 years experience troubleshooting and resolving desktop issues (ability to install or replace hard drives, and address power, RAM, and/or optical drives issues)
• Solid understanding of how to install the Windows OS (10) and configure with necessary drivers and updated firmware
• Experience with Active Directory (Azure AD is a plus)
• Familiar with basic server maintenance and network concepts
• Must be knowledgeable with antivirus tools and understand how to use malware/spyware scanners and removal tools
• Advanced knowledge of Microsoft Office Suites (e.g., manipulating spreadsheets, setting up Outlook calendar invitations, PowerPoint slideshows, etc.)
• Must be able to work with other employees to provide support in a timely, and friendly manner
• Strong multitasking skills
• The ability to work both autonomously and as a member of a team
• A+ certification is preferred
• Experience with conference room AV support is a plus
• Knowledge of Google platform is a plus
• Knowledge of working with Mac OS and iOS is a plus
• Must pass a background check
• Ability to lift and transfer parcels of 50 pounds

Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
COVID-19 Vaccine Statement
This position will be required to disclose their COVID-19 vaccination status.
Equal Opportunity Employer Statement
SDI Presence is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.
This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. SDI Presence makes hiring decisions based solely on qualifications, merit, and business needs at the time.
Staffing Firms
SDI Presence does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between SDI Presence and the recruitment agency or party requesting payment of a fee.