Desktop Support Specialist

Job Summary

We are seeking a solution-oriented Desktop Support Technician for an onsite opportunity in Cleveland, Ohio. The successful candidate will work an 8 AM - 4 PM EST or 9 AM - 5 PM EST shift, Monday - Friday.

A Desktop Support Technician will provide IT end-user support including:

Interact via telephone, e-mail and one on one with customers to perform diagnostics and resolve technical problems.

Has knowledge and experience of commonly used concepts, practices and procedures within the IT support industry (ITIL, MOF, HDI best practices)

Properly escalate unresolved issues to the next level of support with strong supporting documentation.

Keep peers and management informed of trends, significant problems, and unexpected delays.

Utilize excellent customer service skills and exceed customers' expectations

Ensure proper recording, documentation and closure of all records.

Recommend procedure modifications or improvements.

Preserve and grow your knowledge of technical procedures, products and services.

Demonstrated advanced knowledge of supported customer-specific applications and hardware.

Know and meet the account/team Service Level Agreements/Objectives and understand their effect on the business and help ensure team SLA/O's are met.

Understanding the scope and terms of the customer(s) contract.

Ensure technical support training is provided in a timely manner.

Assist in evaluating and ensuring timely implementation of new tools and processes.

Ability to anticipate, plan, and prioritize for varying workload levels.

Ability to work independently without supervision.

Qualifications

Required:

3-5 years' experience in a Service Desk or technical support role

1+ years' of customer service experience in a professional industry

Degree in Information Systems, Computer Science (Preferred) or equivalent experience

Strong troubleshooting and documentation skills

Active Directory Experience

Desktop and Laptop hardware support experience

Proficient knowledge of Microsoft Desktop Operating Systems

Basic MDM Administration (Chrome, Clever, Jamf, Intune)

Excellent customer service skills

Strong attention to detail and strong communication skills (both written and oral)

Detail oriented

Preferred:

Experience with network printers

A+ Certification or other relevant certifications

Physical Demands:

Sitting in a stationary position

Will need to move about inside the office to access printers, file cabinets, and other office equipment along with interfacing with end users in person at their site location