Desktop Support Specialist
4 weeks ago
We are seeking a highly skilled and experienced Desktop Support Engineer to join our team at Omni Inclusive. As a key member of our End User Support team, you will provide top-notch technical support to our end-users, ensuring they receive timely and effective assistance with their technical issues.
Key Responsibilities- Provide break-fix support for laptops, desktops, tablets, and associated hardware peripherals
- Offer IMAC support, including large-scale office moves and re-stack activities
- Support operating systems, base load software, MS Office suite, and other business applications
- Provide assistance with imaging devices, including printers and MFDs
- Help with access-related issues, such as smart card, password, and security concerns
- Support mobility devices, including iOS, iPhone, and iPad
- Manage the ticket queue in our Remedy system and ensure timely resolution and closure
- Respond to end-user requests for updates on ticket status and follow up as needed
- Coordinate with vendors for provision of end-user support
- Perform managed print service invoicing, meter reading, and polling report verification
- Conduct end-user support-related security and compliance tasks, such as access reviews and risk assessments
- Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance, and upgrades
- Provide IT support for on-site or off-site events and meetings, including site setup and coordination with venue IT/AV contacts
- Participate in disaster recovery and emergency response activities in the event of emergency situations
- Provide on-call support if required outside business hours on a rotational basis
- Strong understanding of client-based operating systems
- Experience with ticketing systems
- Proficient understanding of Level 1 Helpdesk services
- Strong knowledge of end-user hardware and client-based applications
- Proficient with common network protocols for device connectivity issues
- Excellent communication and customer service skills
- Strong analytical and problem-solving skills
- Basic safety knowledge to assist users with ergonomic equipment
- Ability to lift heavy equipment within the stockroom
- Customer experience-focused with a customer-centric attitude
- Professional and courteous demeanor, with the ability to work in a high-density client environment
- Flexibility to travel to remote sites and colocations
- Technical certification in a similar field (Microsoft, Client, Dell)
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