Desktop Support Specialist
4 weeks ago
The Desktop Support Lead is a critical role within our IT team at SDI Presence LLC. This position is responsible for installing, configuring, troubleshooting, and maintaining the Microsoft Windows desktop and notebook computers and peripherals.
Key Responsibilities- Respond to new IT Support incidents and requests, prioritize, and document issues and resolutions
- Respond to tickets and complete detailed responses in ticketing system
- Respond to end user issues in a timely manner per SLA requirements
- Perform Desktop/Hardware installs and moves
- Hardware replacements, and basic software configuration such as OS installations and driver configurations
- Knowledgeable of MS Office products and O365 applications, and other software applications
- Knowledgeable of Microsoft Edge, Chrome and Firefox
- Installation and configuration of printers
- Removing threats (virus, malware, etc.)
- Tracking assets, and documenting software purchases
- Basic network configurations in Windows (DHCP configuration versus static IP addresses)
- Work with the Operations Manager, Technical Project Manager and Team Lead in handling other miscellaneous IT projects
- Organize and prioritize workload
- 5+ years of basic knowledge of desktop hardware
- Knowledge of PC imaging and cloning technology (Windows Deployment Services, SCCM OSD, Macrium)
- Familiar with BitLocker encryption
- Solid understanding of how to install the Windows OS (10/11) and configure with necessary drivers
- Familiar with Active Directory
- Must be familiar with antivirus tools and have an understanding of how to use malware/spyware scanners and removal tools
- Knowledge of network connectivity
- Basic knowledge of Microsoft Office Suites (e.g. manipulating spreadsheets, setting up Outlook calendar invitations, PowerPoint slideshows, etc.)
- Must be able to work with other employees and end users to provide support in a timely, and friendly manner
- Strong multitasking skills (e.g., starting a hard drive image, and while that runs installing drivers for a printer install or performing other documentation procedures)
- The ability to work both autonomously and as a member of a team, also supervise projects and staff
- A+ certification (nice to have)
- College degree preferred
- Driver's license required
- Ability to perform routine and emergency PC maintenance during non-business hours
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
SDI Presence is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. SDI Presence makes hiring decisions based solely on qualifications, merit, and business needs at the time.
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