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Desktop Support Specialist
3 months ago
Summary
The Desktop Support Specialist provides technical assistance and support to employees for various hardware and software applications. Responsibilities include troubleshooting technical issues, diagnosing problems, assessing user needs, and recommending solutions to ensure the efficient operation of IT systems.
Essential Functions
- Provide technical support for all IT-related issues, including hardware, software, email, and accounts.
- Maintain accurate records of job tickets and maintenance tasks using a ticketing system.
- Troubleshoot and diagnose technical issues with desktop computers, applications, and peripherals.
- Analyze and improve existing systems and processes to enhance efficiency and performance.
- Stay informed about new technologies and industry best practices to provide up-to-date support.
- Provide end-user assistance, including troubleshooting, issue resolution, installation, and reinstallation of hardware and software.
- Handle Tier I (phone and remote support) and Tier II (on-site support) service requests.
- Manage issues related to print queue, network connectivity, login credentials, virus/malware detection, and system navigation.
- Install and configure software updates, security patches, and vendor updates.
- Offer application support and utilize industry standards to improve processes and address customer feedback.
- Ability to be “on-call” as needed for afterhours emergency support.
Education
Bachelor’s degree, Information Technology, Computer Science, or a related field preferred.
Experience
Required
- Proven experience in a desktop support or technical support role.
- Strong technical knowledge of desktop hardware, software, Windows operating systems, and peripherals.
- Demonstrated strong understanding and experience with Microsoft 365, Teams, SharePoint, Exchange, Entra, and Intune.
Skills
- Excellent communication (written and verbal) and interpersonal skills.
- Ability to make decisions under pressure and resolve problems effectively.
- Strong time management and organizational skills.
- Solid technical background with hands-on experience in desktop support and software troubleshooting.
- Attention to detail and ability to work independently with minimal supervision.
- Collaborative, flexible, and responsive to changing needs.
- Strong analytical and problem-solving abilities.
Work Environment
- Professional office environment.
- Business casual attire.
Physical Demands
- Sedentary Work: The role primarily involves sitting at a desk or workstation for extended periods.
- Occasional Lifting: Must be able to occasionally lift and move computer equipment, peripherals, and related hardware weighing up to 30 pounds.
- Mobility: Requires occasional travel between office sites and the ability to move or set up equipment as needed. This requires the use of your own personal motor vehicle. Reimbursement for mileage will be included.
- Manual Dexterity: Requires the ability to handle and manipulate various computer hardware and peripherals.
EEO Statement
Rizzetta & Company is an Equal Opportunity Employer. Our Company does not discriminate based on race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided based on qualifications, merit, and business need.
Disclaimer
This job description is not intended to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.
