Desktop Support Specialist II

3 days ago

Greenville, South Carolina, United States Resurgent Capital Services Full time
About Us

At Resurgent Capital Services, we're driven by a passion for innovation and a commitment to delivering exceptional financial services. Our journey began 25 years ago with a vision for a new type of asset receivables company - one that combines superior service with a personal touch in every interaction.

We believe that integrity, compliance, and doing things the right way are the keys to a sustainable business model. We want our team members to feel like their work has a real impact and makes a difference every day. Join us as we develop strategies for change and transform the trajectory of your career.

Job Description:

The Desktop Support Specialist II provides advanced support for the local desktop environment and, as needed, provides coverage for Desktop Level 1 and Service Desk responsibilities.

They are an advocate for the customer, recognizing, reporting, and resolving requests and issues to aid business personnel in completing job responsibilities that utilize IT resources.

They are expected to follow established business practices for effective IT Service Management, which includes vendor management and interaction.

They will be involved in and possibly lead IT projects that improve business productivity, including system refreshes and cube/office reconfigurations.

They will possess project management skills to track, monitor, and complete assigned IT projects.

They will be involved in the development of knowledge articles and team practices for use by both end-users and teammates to enhance case resolution.

Responsibilities:
  1. Provide clear, courteous, professional, and timely written and verbal communication to business personnel regarding the status of cases and projects.
  2. Provide both on-site and remote desktop support to business personnel on their IT needs.
  3. Triage, resolve, or escalate cases based on personal skills, IT resources, and departmental procedures.
  4. Monitor the case management system to effectively route or resolve cases.
  5. Manage cases to Service Level Objectives to provide timely support to business personnel.
  6. Document actions in the case management, or dev ops/project, system to provide a repository of information for future cases.
  7. Provide support and documentation of critical IT processes such as Priority 1/Priority 2 System Outages and production Change Release processes.
  8. Maintain the health and functionality of systems through software, hardware, and driver updates.
  9. Reduce organizational exposure to system vulnerabilities by applying patches and updates per security guidelines and approved processes.
  10. Utilize available resources to expand knowledge of supported business systems to reduce time to fulfill requests or resolve issues.
  11. Deploy, retrieve, or dispose of computer equipment per organizational and case standards and guidelines.
  12. Maintain the Asset Management system, especially surrounding deployment and disposal activities, per organizational standards and guidelines.
  13. Gather and analyze case data to document and recommend process or system improvements.
  14. Evaluate documented resolutions and analyze trends for ways to prevent future problems.
  15. Create, update, and remove knowledgebase documents to provide relevant resources to other technicians and business personnel.
  16. Serve as a knowledge resource to junior team members.
  17. Coordinate with the manager and affected business personnel to complete furniture installations and reconfigurations.
  18. Maintain vendor certification(s) to self-dispatch parts and request technical support.
  19. Provide on-call support, based on experience and operational need.
  20. Limited travel, as needed.
  21. Other duties as assigned.
Qualification/Skills:

Either of the following are required:

  • 2+ years of experience as an IT Desktop Specialist II.
  • A+ certification and 2+ years of experience as an IT Desktop Specialist I.

Help Desk Institute (HDI) Technical Support Center Professional, preferred but not required.

Advanced troubleshooting skills for triage and resolution of complex computer issues.

Advanced written and oral communication skills for effective interactions with all levels of the organization.

Self-motivated with the ability to work independently as well as part of a collaborative team.

Self-starter that will learn and support new, emerging technologies in the environment.

Detail-oriented, analytic, and extremely organized.

Ability to effectively prioritize and execute tasks in a high-pressure environment.

Experience with Active Directory/Entra, Azure, DNS, and DHCP.

Experience with VPN technologies for remote users.

Moderate experience with A/V and videoconferencing equipment and capable of testing, troubleshooting, and supporting hardware and software.

Moderate experience with wiring closets, patch panels, testing, and terminating network cabling.

Required experience with TCP/IP network fundamentals in relation to end-user support for network connectivity.

Experience with telephony systems knowledge including the deployment of IP-based telephones and Voice Mail Support.

Experience with mobile end-user telephony services to assist users in installing organizational mobile apps or utilizing cellular cards in PCs.

Proficient in analysis and problem-solving with a range of diagnostic utilities.

Demonstrated knowledge of electronic repair, troubleshooting techniques, and equipment testing.

Educational Requirements:

BS degree in Information Technology, Computer Science, preferred.

Resurgent is an Equal Opportunity employer that is fueled by our diverse and inclusive work environment.

We encourage you to apply if your skills and experience aren't an exact match. We may be searching for the right person to fill this or another position.

We are committed to providing equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity, or any other factor protected by applicable federal, state, or local laws.

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