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Desktop Support Specialist

3 months ago

Worcester, United States Xceedance Full time

Xceedance is currently seeking a Desktop Support Specialist that will be responsible for troubleshooting hardware, software, and networking issues for the company.

Key Requirements:

  • Serve as the initial contact for reporting of technical issues and answering questions regarding software, hardware, and/or network issues.
  • Accurately diagnose and resolve technical issues.
  • Effectively escalate issues to the appropriate resources when necessary
  • Clearly and thoroughly document requests for assistance in our ticket management system, and track incidents through to resolution/escalation
  • Ability to prioritize work and exercise good judgement while managing multiple tasks
  • Troubleshooting system and network problems, diagnose and solve hardware/software Incidents/problems.
  • Install, maintain, and support new applications and Infrastructure.
  • Hands on experience on LAN/ WAN Networks; working and managing a switched network.
  • Experience on how to make LAN cables, working with Wi-Fi / Access point configuration.
  • Work on ticket resolution as per SLA thresholds for incident(s), request(s) and problem(s).
  • Establishing a good working relationship with the business and 3rd party support personnel.
  • Keep up to date with advancements in technology.
  • Experience on print technologies/ MFDs etc.
  • Review of services, application delivery, patching and Anti-Virus.
  • Ensure appropriate standards and procedures are adhered and proper processes are followed to deliver timely and effective resolution to IT related issues.
  • Work with a variety of business and technical contacts to gain a detailed understanding of their requirements.
  • Systems monitoring and supporting Users on both hardware and software applications, administer backups and restores.
  • Patching servers, Performance monitoring IT infrastructure. Maintain security infrastructure including antivirus software, firewalls, and endpoints.
  • Administer Active Directory including Group Policies, Administer and monitor Virtual server infrastructure, build new servers, including virtual, Network trouble shooting, TCP/IP and general WAN/ LAN trouble shooting.

Required Qualifications

  • At least 5 years experience in a technical support or helpdesk role
  • Proficiency with current Windows OS
  • Experience with Active Directory/ email setup and troubleshooting
  • At least one certification from this list CompTIA A+ / N+, MCSA / MCSE / MCP / AZ-104 / MD-101/ MD-100/ MD-100/ MS-100/ MS-101.
  • Experience with O365 Administration and Troubleshooting
  • Knowledge and experience supporting, troubleshooting, and configuring PC Hardware
  • End-User desktop support, mobile device support, email support, phone support, etc.