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Desktop Support Specialist

2 months ago

Boston, United States TEKsystems Full time
Job DescriptionJob Description

Basic Purpose

The Desktop Specialist (Tier 2) would provide hands-on and remote technical support to the Company’s end users.  The Tier 2 role will be backup to the incoming call queue as well as the handling of incidents and requests that are escalated from the Help Desk (Tier 1).  This person would move and deploy endpoint technologies for any new employee, transfer or termination along with rebuilding and reimaging endpoint hardware. This person would also be responsible for maintaining and supporting all organizational and departmental PC/Laptop images and applications on a consistent basis.  This role requires end user deskside support to resolve technical issues. The successful candidate must be able to work in unsupervised situations, provide excellent customer service, be extremely detailed and highly motivated.
 

Primary Responsibilities

 

  1. Configure, deploy, and troubleshoot all endpoint technologies, including physical and virtual technologies
  2. Provide deskside computer trouble shooting / problem resolution
  3. Deploy and troubleshoot operating systems and enterprise application software
  4. Manage incidents / requests assign to the Desktop Support Team
  5. Develop and maintain user and technical documentation
  6. Work on specific tasks or projects to meet business goals and objectives
  7. Backup to the Help Desk Team (Tier 1)
  8. Coordinate hardware repair with MSP
  9. Perform hardware moves and inventory
  10. Perform administrative duties (ordering supplies, receiving of equipment, and Performing inventories)

 

Additional Responsibilities

 

  1. Point of escalation for difficult and complex issues escalated by the Help Desk
  2. Point of contact for Help Desk questions/knowledge
  3. Analyze and identify trends in reported issues and devise preventative solutions
  4. Participate in Continuous Process Improvement on Desktop Support Processes
  5. Participate in cross team projects
  6. Other tasks and projects assigned by the manager

 

Job Requirements

 

  1. Bachelor’s degree or 4 years of studies in IT related field
  2. 2-3 years of experience in desktop hardware/ software configuration in an enterprise environment
  3. Industry Certification preferred, A+, MCITP
  4. Understanding of ITIL Framework
  5. Solid understanding of PC and Laptop hardware and peripherals
  6. Strong understanding of Windows OS, SCCM, and Microsoft Office applications
  7. Understanding of financial applications preferred, Bloomberg, Factset, Thomson Reuters

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