Desktop Support Specialist

20 hours ago


Des Moines, Iowa, United States Siri InfoSolutions Inc Full time
Job Summary

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

Key Responsibilities
  • Team Leadership: Lead a team of field engineers to ensure seamless delivery of desktop support services.
  • Ticket Resolution: Resolve Level 2 and Level 3 desktop support tickets, addressing hardware and software issues related to laptops, desktops, and peripherals.
  • Hardware and Software Installation: Install and configure computer hardware, software, systems, networks, printers, and scanners.
  • Remote Support: Provide remote support using tools like Bomgar for sites located remotely.
  • Dispatch Management: Manage dispatch activities for remote sites and ensure timely resolution of reported issues.
  • Asset Management: Oversee asset management and weekly status reporting.
  • Client Installation and Troubleshooting: Install and troubleshoot software and hardware for clients.
  • Re Imaging and Software Patch Installation: Perform re imaging and software patch installation tasks.
  • Technical Escalation: Serve as the last level of technical escalation for desktop support tickets.
  • Root Cause Analysis: Conduct root cause analysis and forensic analysis to identify and resolve issues.
  • Vendor Management: Manage vendor relationships and maintain documentation.
  • Incident Reporting: Report information security incidents and weaknesses to the Operations manager and CISO.
Requirements
  • Hands-on Experience: Possess hands-on experience in desktop support, including IMAC of desktops and laptops.
  • Troubleshooting and Installation: Troubleshoot and install MS Office, applications, and MAC OS basic issues.
  • Operating System Expertise: Have hands-on experience with Windows, Linux, and Mac OS environments.
  • Network Security: Possess working knowledge of network security practices and anti-virus programs.
  • Hardware and Firmware Administration: Demonstrate expert-level administration of hardware and firmware, with exposure to physical system environments.
  • Analytical Skills: Possess analytical skills to accurately identify root causes.
  • Customer Interaction: Have experience working with customers through direct interaction during support and change management activities.
  • Communication Skills: Possess excellent verbal and written communication skills.
  • Teamwork and Autonomy: Be an effective team player with the ability to work autonomously.


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