Desktop Support Specialist
4 days ago
FirstPRO, Inc. is seeking a highly skilled Desktop Support Analyst to join our team. As a Desktop Support Analyst, you will be responsible for providing Level 2 support to internal users on hardware, software, applications, and peripherals.
Key Responsibilities:- Hardware and Software Support: Assist users with technical issues related to peripheral devices, including hardware replacement, and ensure that software and hardware inventory information is accurate.
- Help Desk Management: Monitor and respond to helpdesk tickets in a timely and efficient manner.
- Inventory Management: Maintain an accurate inventory of hardware devices and software licenses to ensure compliance with legal requirements and corporate policies.
- Auditing and Compliance: Perform regular audits to ensure that software and hardware inventory information is accurate and compliant with company policies.
- Onboarding and Training: Perform onboarding processes, including training end users, imaging laptops, and deploying hardware.
- Enterprise Imaging and Software Deployment: Assist in the use of enterprise imaging, software deployment tools, and data migration for end-user computing needs.
- Password Management: Support account lockouts and password resets.
- Printer Support: Manage support calls for printer break/fix services.
- Collaboration and Communication: Collaborate with the HR department regarding employee additions, changes, moves, and departures.
- Video Conference Support: Assist with video conference setup, training, and problem resolution.
- Mobile Device Support: Support and distribute company-owned mobile devices.
- Relationship Building: Establish strong relationships with end-users to advise and promote how information technology can be used to address business objectives.
- On-Call Support: Participate in on-call rotation for emergency support phone queue.
- Infrastructure Support: Assist with on-site systems, infrastructure, and networking hardware installations, in coordination with the Infrastructure team.
- Technology Testing: Assist with the testing of relevant technology solutions.
- Documentation and Procedures: Participate in documenting, maintaining, and applying IT procedures and guidelines.
- Service Level Performance: Work with IT teams to acquire service level performance metrics for all desktop system and related infrastructure elements.
- Certifications: A+, MCP, or other equivalent certification.
- Education: BSc in IS, CS, or equivalent experience.
- Experience: Minimum five (5) years of experience in a desktop support and end-user support role.
- Technical Skills: Windows 10/11 Pro support, Microsoft Office 2016 or newer support, Microsoft 365 support, Active Directory support, laptop hardware/software support, desktop and hardware configurations, Apple iOS device support, LAN-based imaging, endpoint VPN connections, virtual desktop environments (VDI), remote desktop support (RDP), and Zoom and Zoom Rooms support.
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