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Desktop Support Specialist

1 month ago

Longmont, United States Mumba Technologies, Inc. Full time

As a member of the End User Services, Desktop Support, Senior Engineering Specialists, the position will work in various aspects of desktop support. This is a “senior” level desktop support engineer with a minimum of 5 years' experience. Duties and responsibilities include but are not limited to the following:

• Configures, deploys, maintains, troubleshoots, and supports computer workstations, laptops, printers, mobile devices, phones and other computer and telecommunications equipment.

• Research, maintain, install, and troubleshoot all aspects of laptop and desktop hardware and associated software.

• Troubleshoots technical issues while interfacing directly with users. Excellent customer service skills and high standards of excellence are expected when interfacing with peers, customers, and management

• Performs hardware repairs and replacements as needed, including troubleshooting faulty components, and coordinating repairs with external vendors.

• Troubleshoots and determines the root cause of problems with software or hardware incompatibilities or network connectivity issues.

• Follows processes and testing procedures to ensure a high quality of work is delivered to the end-user with no or minimal disruptions.

• Evaluates and implement application software solutions as identified by Corporate IT

• Has the ability to take proactive, corrective actions to resolve issues in advance of system problems

• Installs, configures, analyzes, resolves, and repairs all hardware and software issues involving Windows and Mac OS computers.

• Provides total support of the desktop environment in accordance with defined standards and procedures.

• Manages the overall ticket queue in ServiceNow, ensuring tickets are triaged, assigned, and resolved in a timely manner according to established SLAs, and priorities.

• Utilizes asset management software and tools to track asset assignments, lifecycle, and maintenance.

• Maintains password security, data integrity, and file system security for the desktop environment.

• Communicates with customers, peers, and management regarding ticket status updates, resolution timeline, and any additional information required for troubleshooting to ensure transparency and managing expectations.

• Provides technical support for conference room technology such as projectors, display screens and telephony equipment including sound systems, and conferencing tools like Teams and Zoom.

• Researches and resolves computer compliance issues related to Windows updates, computer uptime, security updates, and configuration errors.

• Handles multiple administrative duties to allow the team to operate efficiently.

Required Skills

• Strong organizational skills that include attention to details, flexibility, and time management.

• Excellent oral and written communication skills and should be able to demonstrate these skills during the job interview

• Installing, configuring, and troubleshooting desktop and laptop systems and familiarity with system imaging processes.

• Documenting trouble tickets from inception through closure in an Enterprise Incident Management Systems such as Service Now or Remedy

• Proficiency in supporting Windows 10, Windows 11 and Mac OS support including iOS and Android mobile platforms.

• Experience with Active Directory

• Experience with maintaining password security, data integrity, and file system security for the laptop environment utilizing BitLocker.

• Experience using critical thinking skills to identify and resolve technical issues.

• Experience with providing technical support to internal and remote computer systems using tools like Bomgar

• Experience with Microsoft Configuration Manager (SCCM/MECM) preferred

• 5 years of experience working directly with customers in a desktop support role to resolve technical hardware and software issues

• Broad knowledge of Office 365 online applications (Word, Excel, PowerPoint, Outlook, SharePoint, Teams, OneDrive, Forms, Stream, Tasks, Video and OneNote)

• Completing any other tasks as assigned by the IT Desktop Support manager

Required Education

• Associate Degree in Computer Science, Information Technology or a related field or its equivalent plus 5 years' (minimum) experience.

• Relevant Technical Certifications a plus, A+, MCP or HDI preferred.

• CompTIA A+