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Desktop Support Specialist

3 months ago

Tarrytown, United States Family Services of Westchester Full time

Family Services of Westchester (FSW) provides mental health and social services that strengthen and support families, children and individuals at every stage of their lives. With 50 innovative programs, FSW serves 30,000 individuals annually in Westchester County, New York.

Founded in 1954, Family Services of Westchester is a private, nonprofit, non-sectarian social services agency.

**Job title**

Desktop Support Specialist

**Reports to**

Director of End User Computing

**Job Summary**:
Family Services of Westchester (FSW) is seeking a Full-time Desktop Support Specialist to support and maintain FSW’s end user technologies, such as laptops, desktops, phones, printers, networking, Office 365, and other peripherals. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment while ensuring optimal performance for our colleagues. As well as providing end-user guidance and improve adoption of technologies deployed. The person will troubleshoot problem areas (in person, by telephone) in a timely and accurate fashion and provide end-user assistance where required.

All work is logged and tracked in a central ticket management system.

**POSITION TITLE**: Desktop Support Specialist

**STATUS**: Full-time

**SUPERVISED BY**: Manager, End User Computing

DUTIES/RESPONSIBILITIES:

- Level 2 Desktop Technician
- Receive and respond to incoming phone calls, and/or tickets regarding end user technical issues and requests
- Troubleshoot, identify and repair hardware and network connectivity issues (WAN)
- Administer and resolve issues with associated end-user workstation network software products
- Add, delete and change user profiles in Active Directory for user management
- Write, update, maintain documentation; end-user and internal (IT)
- Document common issues/causes/solutions, create user and web based guides as well as FAQ’s into the knowledgebase.
- Update ticketing system tickets appropriately, include all relevant information related to troubleshooting and results.
- Ensure tickets are completed within agreed SLA’s
- Ability to support remote users, establish VPN and remote desktop for all remote users
- Interact with vendors to resolve technical problems with desktop computing equipment and software
- Some project-based work in support of management, senior technical and project management staff
- Update and maintain the IT inventory

Qualifications:
EDUCATION
- High School diploma and a minimum of 3 years work experience in related field.

SKILLS/EXPERIENCE:

- Display high-energy, self-motivation, flexibility and an ability to multitask and prioritize demands in a fast-paced environment. Must possess a keen attention to detail and an ability work effectively under pressure
- Healthcare IT background preferred, not a must. Experience supporting and maintaining Electronic Medical Records system, e.g. CareLogic, eClinicalWorks and peripherals.
- Must be a very organized individual with the ability to clearly document their work in accordance with office procedures.
- Excellent knowledge of desktop and laptop PC hardware
- Working technical knowledge of current networking protocols, operating systems, and standards.
- Ability to operate tools, components, and peripheral accessories.
- Able to read and understand technical manuals, procedural documentation and OEM guides.
- Demonstrate strong customer service skills
- Demonstrate strong written and verbal communication skills
- Experience using remote control software, such as TeamViewer, Windows Remote Desktop Connection
- Knowledge on the concepts for Active Directory with the ability to perform password resets, add/transfers/terminations. Knowing GPO management a plus.
- Working experience of Microsoft Office 365, incl. Intune MDM
- Experience using collaboration tools such as Microsoft Teams, and ZOOM preferred
- Experience in working with, and setting up, video conferencing units, such as Microsoft Teams Room solutions and Poly units preferred
- Must have experience in administrative, incident response, and operational responsibilities

**REQUIREMENTS**:

- Minimum 3 years experience in an IT support role
- Fully in office position, limited work from home
- Have a driver’s license and own a car as traveling site to site is required
- Excellent knowledge of desktop and laptop PC hardware
- Microsoft certifications; Windows OS, Office suite and O365 a plus
- Team-focused collaborator
- Highly organized, self-directed
- ITIL Certification a plus
- Engaged in learning and continuous quality improvement
- Networking experience; patching, troubleshooting and basic configuration

There are a variety of benefits to joining Family Services of Westchester, an organization with over 65 years of history impacting vulnerable communities. In addition to the opportunity to connect with and help thousands of residents in Westchester County, FSW offers its employees an inspiring, diverse and team-based work environment w