Desktop Support Specialist

Job Description

Desktop Support Specialist

JOB SUMMARY:

Provide high level hands-on support and remote technical support for MacBook's, Lenovo & Dell Laptops, HP printers, VoIP phones and conference room audio/video equipment for ACI Offices . Installs, configures and troubleshoots laptop systems, and provides local hands & feet support for server and network issues. Provide break/fix and provisioning support for virtual desktops. Research and recommend desktop/printer hardware and software solutions. Execute desktop processes and procedures. Deliver services to the executive business and meet SLAs. Maintains passwords, data integrity and file system security for the desktop environment. Communicates highly technical information to both technical and nontechnical personnel. Participate in desktop-related projects.

DIMENSIONS:

• Executive and Standard work environment.
• Analyze, Build and Perform Repairs related to Mac systems, Lenovo & Dell Laptops ,Operating System issues, and their peripherals.
• Majority of time spent standing, walking and on PC (Phys. Req.).
• Weekend and off-hours support may be required periodically.

JOB ACCOUNTABILITIES:

• Understand and Adhere to all Corporate Policies to include but not limited to ACI Code of Ethics and Global Information Security.
• Lead and Provide technical support in a distributed computer environment, including MacBook's, Lenovo & Dell Laptops, software and hardware installation, support and distribution, and remote access technologies.
• Performs analyzing, diagnosing, installation, and resolution of complex desktop computer, operating system, application software and hardware technologies and associated problems. Support Desktop and Laptop users and solve the more complex problems with Microsoft, Mac OS X and other deployed software.
• Follow company policy and procedure to continually improve the quality of customer service and technical serviced provided by the Desk-side personnel.
• Perform analysis, design, and implementation of desktop solutions to fulfill business unit requirements.
• Perform other duties as assigned.

MINIMUM JOB REQUIREMENTS:

• Excellent Microsoft Operating System Skills, Office 365, Printers, VDI
• Highly Effective Communication Skills with Excellent Interpersonal Customer Service
• Superior Technical Problem-Solving Competence with the Ability to defuse critical situations
• Bachelor's Degree or equivalent experience.
• Experience within a fast-paced computer support environment.
• Fluent in the English language - both written and verbal.
• Experience with the following: Software Deployment, Desktop Image Deployment, Microsoft Windows OS, Laptop Hardware and Peripherals, Networked and Local Printers, Active Directory Configuration, Incident and Service Request Ticketing Systems.

Job Posting Information - Desktop Support Specialist

• Delivers a very high-quality customer focused service through maintaining services to IT customers.
• Lead Services, fixes, and repairs of Lenovo & Dell Laptops.
• Ensures that on a day to day basis the computing requirements for all ACI associates are met,
• Hardware is delivered on schedule and working according to customer requirements.
• Develops a customer driven culture.
• Provides accurate information through use of Jira Service Tool.

Skills

• Excellent customer service skills
• Strong interpersonal skills
• Ability to diagnose, troubleshoot, and fix Microsoft Windows Solutions on OS X, Mac Mini and peripherals, such as scanners and local and network printers.
• Windows 10, AV, VPN, Active Directory, VDI knowledge preferred.
• Excellent written and verbal communication skills.
• Ability to multitask in a dynamic fast-paced environment.
• Analytical thought process

Highly Desired Skills:

• Microsoft OS Systems experience
• Conference Room Audio/Video experience
• Windows Defender & McAfee Security Suite and Encryption break/fix support
• VMware provisioning and break/fix support
• Experience with any of the following:
  • Microsoft Office - Windows and Mac
  • Microsoft Intune, SCCM
  • Microsoft Windows Defender
  • LAN/WAN Devices Addressing and installation
  • Printer maintenance and support
  • Basic Server installation and support
  • Basic Network device installation and support
  • Desktop Image Creation
  • Software Packaging

#LI-AM1