Desktop Support Specialist

2 days ago

Santa Clara, California, United States Merge IT Full time
Job Summary

Merge IT is seeking a highly skilled Desktop Support Specialist to join our team. As a key member of our IT infrastructure team, you will be responsible for providing technical support and expertise to our clients.

Key Responsibilities
  • Provide complex technical support and planning for end-user touch points of the distributed computer environment, including desktop, software, and hardware installation, support, and distribution, and remote access technologies.
  • Analyze, diagnose, install, and resolve complex desktop computer, operating system, application software, and hardware technologies, and associated problems.
  • Analyze, diagnose, install, and resolve remote access technologies and associated problems.
  • Analyze, diagnose, coordinate, and plan horizontal network cable management processes, including installation, moves, adds, changes, and repairs.
  • Provide technical input to the Desktop Services team and assume a supporting role in selecting and utilizing appropriate tools and techniques for timely service delivery.
  • Work independently with little to no direct supervision in analysis, design, and implementation of desktop solutions to fulfill business unit requirements.
  • Act as a technical liaison with user groups and other IT partners for systems support and implementation.
  • Responsible for partnering with business units supported to understand the business impact of support issues.
  • Responsible for the analysis, design, and implementation of desktop technology life cycle management processes, including technology procurement, refresh, and disposition.
  • Responsible for project analysis, design, coordination, and planning for all technical components of desktop-related projects.
  • Coordinate schedules and technical work order instructions to contracted labor for installations, moves, adds, and changes within the desktop computing environment.
  • Demonstrate creativity and initiative in problem-solving.
  • Technical documentation of hardware/software additions or changes.
  • Update inventory additions and changes to the inventory database.
  • Update and close trouble tickets and service requests.
Requirements
  • 2+ years of progressive experience in the desktop environment.
  • Advanced knowledge and understanding of Windows desktop operating systems.
  • Advanced ability to perform complex troubleshooting and analysis of PC hardware, PC operating systems, and office automation software, with expert-level knowledge in at least one area of specialization.
  • Intermediate knowledge of the Windows Server Operating System and the ability to perform domain-related administrative tasks.
  • Ability to perform troubleshooting and analysis of PC hardware, PC operating systems (Win95, WinNT, Win2000, WinXP, Windows 2007) and office automation software, with expert-level knowledge in at least one area of specialization.
  • Ability to perform troubleshooting and analysis of Microsoft Office Suite of products, including versions 2007 and 2010.
  • Intermediate knowledge and understanding of LAN environments.
  • Intermediate knowledge of communication protocols.
  • Intermediate knowledge of PC-to-Mainframe access.
  • Intermediate knowledge of LAN-based e-mail systems (e.g., Outlook, MS Exchange).
  • Creativity and advanced problem-solving skills that lead to effective solutions to complex and varied problems.
  • A demonstrated ability to encourage and model positive cross-team partnerships.
  • Intermediate ability to perform complex troubleshooting and analysis of network system devices and PC network hardware and client software.
  • Audio Video setup and troubleshooting skills.
  • Knowledge of printer maintenance.

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