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Desktop Support Specialist

4 months ago

New York, United States Sanametrix Full time

** US Citizenship is Required**

This is a full-time position with a work schedule of 8:00 AM EST to 5:00 PM EST, Monday through Friday.

**Duties and Responsibilities**:

- Configures, installs, and supports desktop computers, laptop computers, handheld devices, monitors, portable data storage devices, and other general peripherals.
- Provides enhanced desktop and end user support service to VIP customers.
- Relocates IT equipment including desktop computers, monitors, portable data storage devices, and other general peripherals.
- Configures IT devices for secure operation, including installation of security software, software updates, and other configurations as required.
- Connects and configures IT devices to use computer networks.
- Diagnoses hardware and software failures, communicates the remediation plans to users, and provides status updates.
- Provides software support for users (as identified by the task), including basic to advanced software operations and general use of computers and peripherals.
- Supports desktop maintenance, including inventory and software distribution, and security maintenance, including virus updates and patch management.
- Provides virtual assistance sessions using Windows Remote Assistance and Apple Remote Desktop.
- Develops end-user documentation and instructions.
- Contributes knowledge and updated information to maintain the Desktop Support SOPs and Training manuals for support.
- Supports disaster recovery and adapts to various types of situations, clients, and tools.
- Ability to work well under pressure and to meet deadlines as needed.
- Uses an IT ticket system, is responsible for receiving and tracking trouble tickets and requests, assigns them to a technical specialist (could be themselves or someone else) for action and ensures that their tickets are resolved, and closed out with the customer and in the system.
- Tracks and updates the movement of all IT assets (laptops, desktops, printers, etc.) within the stipulated database and within time constraints.
- Stays in regular communication throughout the day with other tiers of support and Management staff.
- Maintains a professional attitude and appearance, while always providing excellent customer service, to include maintaining a good work ethic and assisting other analysts when needed.
- Participates in troubleshooting of issues with the drive towards root cause identification.

**Required Qualifications and Certifications**
- Must be able to obtain a Public Trust security clearance
- Either 8+ years of technical support experience or a bachelor’s degree in a technical discipline with 5+ years technical support experience. Technical support is defined as experience with current desktop and laptop computers and various operating systems to include one or more of the following: Windows 10/7, Mac OS 10.8/10.9, and Microsoft Office suite.
- Experience using ticketing system (preferably ServiceNOW)
- Strong customer service and end user equipment support skills
- Strong written and oral communications
- ITIL foundations certification or ability to obtain certification within 6 months

**Desired Certifications**
- Dell Certified Technician
- Help Desk Institute (HDI)
- CompTIA A+
- CompTIA Network+
- CompTIA Security++
- MCSA: Windows 10
- MCSE: Desktop Infrastructure
- MCDST: Microsoft Certified Desktop Support Technician
- ITIL Foundation (within 6 months of hire).

Pay: $85,000.00 - $100,000.00 per year

**Benefits**:

- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance

Experience level:

- 5 years

Schedule:

- Monday to Friday

**Experience**:

- Desktop Support: 5 years (preferred)
- Windows: 6 years (preferred)

Ability to Commute:

- Suite 31-100 New York, NY 10278-9991 (required)

Ability to Relocate:

- Suite 31-100 New York, NY 10278-9991: Relocate before starting work (required)

Work Location: In person