Desktop Systems Specialist

1 month ago


Peachtree Corners, United States Intuitive Surgical Full time
Job Description

Primary Function of Position

The Desktop Systems Specialist is, on a day-to-day basis, accountable for assisting with hardware and software for all corporate and remote employees. The scope of hardware help includes laptops, desktops, printers, cell phones, IP telephony, and other misc. IT related equipment. Software assistance includes but is not limited to, Windows Operating Systems, Mac environments, Microsoft Office products, local databases, and various ISI corporate business applications.

Essential Job Duties

  • Respond to requests for IT assistance directly from corporate and field users, or as escalated from Service Desk assistance
  • Troubleshoot and resolve escalated issues from the Service Desk
  • Provide escalated Tech:Bar assistance
  • Assist with call help as dictated by volume or need
  • Provide immediate help for high priority escalations (phone / in person / video conf.)
  • Provide onsite help at customer locations
  • Flex schedule remote help while not onsite
  • Manage IT request tickets in a Service Management System as assigned in compliance with IT department processes
  • Create and/or edit knowledge articles based on help resolutions
  • Install business assisted applications using IT software distribution technologies
  • Provide guidance and assist Service Desk staff with troubleshooting ideology
  • Address network services and related issues (port configuration, IP Phone configuration) as needed.
  • Resolve identified security issues as required
  • Some travel to other corporate offices may be required


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