Desktop Support Specialist

3 weeks ago

Bethpage, New York, United States Open Technology Solutions Full time
Job Summary

The Desktop Support Technician role at Open Technology Solutions is an on-site position that requires providing required on-site support to corporate office and credit union branch end users. Additionally, the role involves providing remote support to end users of OTS, credit union partners, and CUSO partners.

Key Responsibilities
  • Deploy and maintain end user computer systems
  • Deploy and maintain end user desk and softphones
  • Deploy and maintain input/output devices, including printers and scanners
  • Deploy and maintain end user mobile devices, including mobile phones, tablets, etc.
  • Proactively mitigate, identify, troubleshoot, escalate, and assist to resolve end user hardware and software problems on systems, input/output devices, and workstations
  • Escalate incidents as necessary
  • Practice enterprise asset management, including maintenance of end user desktop/laptops and peripheral component inventory, related documentation, and technical specification information
  • Keep Management informed of all business escalations, issues, and concerns
  • Assist technical support group team members with technical issues and projects
  • Supports and participates in Security Incident Response and Disaster Recovery activities
  • Provide technical interaction with company Service Desk and other internal groups as needed
  • Mentor, train, and knowledge share with fellow members of the team
  • Adhere to OTS Standards of Performance, to include established processes, policies, and procedures
  • Have the ability to work an on-call rotation and work nights/weekends with advance notice
  • Have regular and punctual attendance is a requirement
  • Complete other duties as assigned
Requirements
  • 2-year degree in the field of computer science or 2-3 years' experience maintaining/supporting desktops in a corporate environment
  • Hand-on experience supporting Windows operating systems and MacOS X operating systems
  • Understanding of network environments
  • Hands-on software and hardware troubleshooting experience
  • Experience documenting issues in a ticketing system
  • Demonstrated experience supporting mobile devices
Personal Attributes
  • Strong customer service orientation
  • Proven analytical and problem-solving abilities
  • Ability to effectively prioritize and execute tasks in a high-pressure environment
  • Strong interpersonal, written, listening, and oral communication skills
  • Adept at reading, writing, and interpreting technical documentation and procedure manuals
  • Ability to conduct research into hardware and software issues and products as required
  • Keen attention to detail
  • Skilled at working within a team-oriented, collaborative environment
Standards of Performance
  • Professional representation of Open Technology Solutions
  • Job knowledge/timely, accurate, and efficient performance
  • Adherence to OTS's policies, processes, and procedures
  • Promotes and ensures the highest level of service is provided to ensure a great customer experience to all clients
  • Confidentiality of all records
  • Timeliness of meeting regulatory guidelines
  • Compliance of regulatory requirements
  • Cost effectiveness and productivity of departmental operations
  • Success in meeting individual, departmental, and corporate goals

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