Desktop Support Specialist

4 weeks ago

Madison, Wisconsin, United States VIA Technical Full time
Desktop Support Specialist

VIA Technical is seeking a highly skilled Desktop Support Specialist to join our team. As a key member of our support team, you will be responsible for providing top-notch technical support to our clients.

Responsibilities:
  • Manage Service Management ticket queues to ensure effective prioritization and commitment.
  • Ensure 24x5 telephone systems are effectively manned.
  • Manage personal ticket queue and provide advanced troubleshooting for day-to-day incidents or requests.
  • Provide basic mobility support for iOS devices and occasional alternative products.
  • Offer IMAC support, including installation, moves, adds, and changes.
  • Support project initiatives and adhere to asset management processes for accuracy of asset inventory databases and stock.
  • Utilize knowledge bases for reference and collective improvement.
  • Timely support of end-user issues or requests.
  • Manage hardware and software distributed to employees.
  • Continuously observe internal support provisions and provide feedback for opportunities of improvement.
  • Onboard new employees.
Requirements:
  • Experience in the IT industry.
  • Experience in a customer service role.
  • Excellent customer service skills and ability to interact professionally with diverse groups.
  • Maintain a high degree of professionalism in actions, demeanor, and dress.
  • High level of expertise in Windows and Apple operating systems, platform software, and associated hardware.
  • Understanding of networking principles and printing environments.
  • Strong technology background with ability to execute tasks or projects to completion.
  • Able to monitor trends, explore, and recommend new technology.
  • Demonstrated ability to manage the full lifecycle of an end-user computing environment.
  • Organized and deadline-driven with ability to track multiple tasks simultaneously.
  • Excellent teamwork skills and ability to work unsupervised.
  • Demonstrated performance and aptitude consistent with core values and culture.
  • Handles confidential and sensitive matters with tact and diplomacy.
  • Solid understanding of ITIL principles.
  • Excellent customer service approach.
  • Clear and adaptive communication style.
  • Vendor management experience.
  • Initiative and self-management.
  • Process development and maturation.

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