End-User Computing Support Specialist

2 weeks ago

Columbus, Ohio, United States CBTS Full time

Company Overview:

CBTS is dedicated to providing exceptional IT solutions and support to enhance business operations.

Position Overview:

We are seeking a skilled Desktop Support Specialist to deliver comprehensive support for our end-user computing assets.

Key Responsibilities:

  • Assist employees with all facets of end-user computing, including laptops, desktops, printers, mobile devices, and associated software.
  • Foster a positive support experience and establish strong relationships with users.
  • Communicate effectively regarding progress and maintain a professional demeanor with all customers.
  • Address complex incidents requiring advanced troubleshooting skills that junior team members cannot resolve.
  • As a senior team member, document solutions to issues and mentor junior staff.
  • Prioritize, communicate, triage, and resolve technical issues promptly.
  • Provide second-level technical support for incidents that exceed the Service Desk's capabilities, both in-person and remotely.
  • Maintain accurate asset and software inventories.
  • Engage with appropriate IT resources to resolve incidents beyond your scope.
  • Analyze logs across various Microsoft applications to troubleshoot user issues.
  • Resolve VPN and MFA-related challenges.
  • Contribute to process improvements and enhancements.
  • Image, configure, and deploy computing devices.
  • Deploy and troubleshoot both software and hardware components.
  • Log incidents within the designated ticketing system.
  • Support IT project implementations and perform other related duties as assigned.
  • Rebuild Windows profiles as necessary.
  • Assist with PC replacement initiatives and emergency exchanges.
  • Troubleshoot network-related issues effectively.
  • Administer access to various applications.
  • Maintain confidentiality regarding all sensitive information and communications.

Required Experience:

  • Minimum of 5 years of experience in deploying MS Windows desktop operating systems.
  • At least 5 years of experience with Ivanti or similar software distribution tools.
  • Proficient in Windows 10 desktop operating systems deployment and support.
  • Experience with ITSM systems, particularly ServiceNow.
  • Ability to quickly assess and resolve technical problems.
  • Understanding of desktop group policy objects (GPO).
  • Knowledge of workstation imaging and re-imaging processes.
  • Experience in providing remote support.
  • Strong conflict resolution and management skills.
  • Working knowledge of Microsoft operating systems and applications.
  • Experience with software distribution and patch management tools.
  • Commitment to delivering excellent customer service.

CBTS is an equal opportunity employer, providing fair employment opportunities to all individuals without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a protected veteran in accordance with applicable laws.

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