Desktop Support Specialist

2 days ago

Orlando, Florida, United States Loyal Source Full time
Job Summary

We are seeking a skilled Desktop Support Technician to join our team at Loyal Source. As a Desktop Support Technician, you will be responsible for ensuring the proper operation of computer systems to enable end-users to perform their business tasks.

Key Responsibilities
  • Evaluate documented resolutions and analyze trends to prevent future problems.
  • Maintain inventory levels for IT equipment and supplies, and notify the Director when ordering is necessary.
  • Field incoming help requests from end-users via phone and email in a courteous manner.
  • Document all relevant end-user information, including name, department, contact details, and problem nature.
  • Build rapport and gather problem details from help desk customers.
  • Prioritize and schedule problems, escalating them when necessary to experienced technicians.
  • Record, track, and document the help desk request problem-solving process, including successful and unsuccessful decisions and actions taken.
  • Apply diagnostic utilities to aid in troubleshooting.
  • Access software updates, drivers, knowledge bases, and FAQs to aid in problem resolution.
  • Identify and learn appropriate software and hardware used and supported by the organization.
  • Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
  • Perform preventative maintenance, including checking and cleaning workstations, printers, and peripherals.
  • Test fixes to ensure problems have been adequately resolved.
  • Perform post-resolution follow-ups to help requests.
  • Develop help sheets and FAQs for end-users.
  • Assist end-users with corporate Intune/Autopilot processes.
Requirements
  • High School Diploma, CompTIA A+ certification.
  • 1 year of computer-related experience.
  • Experience with Windows 10, Android, iOS, and Microsoft Intune/Autopilot.
  • Experience supporting Windows 10, MSO 365, VOIP telephone systems, ERP systems, desktop hardware.
  • Exceptional written and oral communication skills.
  • Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
  • Strong documentation skills.
  • Ability to conduct research into a wide range of computing issues.
  • Ability to absorb and retain information quickly.
  • Ability to present ideas in user-friendly language.
  • Highly self-motivated and directed.
  • Keen attention to detail.
  • Proven analytical and problem-solving abilities.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Exceptional customer service orientation.
  • Experience working in a team-oriented, collaborative environment.
About Loyal Source

Loyal Source is an Orlando-based workforce solutions provider dedicated to delivering elite services worldwide, with a focus on government healthcare, technical and support services, engineering, and travel healthcare.

We provide exceptional custom solutions to both private enterprise and government agencies. Loyal Source is a military-friendly employer and proud partner of the Military Spouse Employment Partnership program.

For more information, please visit our website.

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