Desktop Support Specialist

3 hours ago


Amherst, Massachusetts, United States defi AUTO, LLC Full time
About the Role

The Desktop Support Specialist is a key member of defi's Technical Operations department responsible for providing exceptional support to internal team members and global partners. This role involves overseeing the setup of computer hardware systems, installing and upgrading software, and troubleshooting complex IT issues.

Key Responsibilities
  • Troubleshoot hardware and software issues raised via defi HUB, defi's ServiceNow Portal, or via calls into the defi HELPDESK
  • Provide end-to-end support and fulfillment of team member hardware and software requests
  • Support the maintenance and distribution of corporate hardware images
  • Provision and deprovision assets, including laptops, desktops, mobile phones, etc.
  • Maintain a detailed real-time hardware inventory in ServiceNow
  • Collaborate with teams across defi to address recurring issues
  • Work with leadership to identify process gaps and improvement opportunities
  • Assist users in utilizing self-service solutions to guide defi HUB adoption
  • Author knowledge articles aimed at driving self-service
Requirements
  • Bachelor's degree in Information Management, Computer Sciences, or Computer Engineering
  • 1-3 years of experience in a similar role in financial services, technology, or other related industries
  • Track record of contributing to or ownership of maintaining corporate images
  • Familiarity with ServiceNow or other Enterprise ticketing tools
  • Familiarity with Active Directory and a fundamental understanding of Domains
Additional Eligibility Requirements
  • Demonstrated experience as a Desktop Support Engineer or Support Technician
  • Advanced end-user computing skills, knowledge of hardware systems, memory modules, and peripherals
  • Knowledge of popular operating systems, software applications, and remote connection systems
  • Ability to solve complex and software issues
  • Demonstrated ability to efficiently multi-task
  • Familiarity with enterprise workforce tools part of Microsoft 365 Suite
  • Familiarity with Windows 10 and Windows 11
  • Strong critical thinking mindset and problem-solving skills
  • Analytical and process-oriented
  • Excellent oral and written communication skills
Work Environment
  • Ability to use common computer equipment effectively
  • Typical work hours are 8 hours between 7:30 am and 6 pm ET Monday through Friday and may require additional hours to complete tasks on weekdays or weekends
Physical Demands
  • Constantly operates a computer as all work is completed on an employer-provided computer
  • Remaining in a stationary position, often standing or sitting for prolonged periods
  • Communicating with others to exchange information
  • Repeating motions that may include the wrists, hands, and/or fingers
  • Assessing the accuracy, neatness, and thoroughness of the work assigned
  • Work that includes moving/carrying objects up to 30 pounds
  • Packing and unpacking of end-user inventory
Travel Required
  • Travel up to 10%

defi SOLUTIONS is an Equal Opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.



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