Desktop Support Specialist

1 day ago

Seattle, Washington, United States ConsultNet Full time
Desktop Support Engineer

ConsultNet is seeking a skilled Desktop Support Engineer to join our team on a 3+ month contract. This position is primarily focused on desktop support responsibilities for internal team members and contractors. Escalation support, IT admin, access support, mentoring, and IT project implementation support are key aspects of this role.

Key Responsibilities:
  • Triage support requests, assign, and escalate as needed.
  • Install, configure, and troubleshoot desktop/laptop systems and workstations, including software installation.
  • Diagnose and resolve technical hardware and software issues for PC/Mac platforms.
  • Perform troubleshooting on hardware, software, and network connectivity issues for individual users and departments.
  • Provide technical assistance to users on hardware and software applications at the desktop level.
  • Analyze and resolve moderately complex issues or escalate as needed.
  • Manage multiple requests/tickets and meet service level agreements.
  • Send/receive items from purchases, RMAs, and site to site.
  • Understand security and compliance requirements for the company.
  • Participate in testing and implementation of new hardware and software.
  • Provide day-to-day hands-on escalation support to Level 1 roles.
  • Analyze, research, and resolve moderately complex issues or escalate as needed.
  • Provide training/mentoring for Level 1 IT roles.
  • Manage multiple requests and escalations while meeting service level agreements.
  • Imaging workstations.
  • Onboard new hires.
  • Understand security and compliance requirements for the company.
  • Audit inventory against asset management.
  • Troubleshoot Printers/copiers/fax machines.
  • Troubleshoot A/V equipment, including wallboards.
  • Participate in maintenance to keep systems updated with the latest patches.
  • Knowledge and understanding of Tier 1 roles and responsibilities.
  • Setup, installation, and configuration of voice and data equipment on the telephony system.
  • Participate in planning and execution of ITSD-related projects.
  • Manage IT hardware and software inventory.
  • Plan, write, and process technical documentation for IT Service Desk and self-help resources.
  • Manage multiple requests and escalations while meeting service level agreements.
  • Provide day-to-day hands-on escalation support for Level 1 and Level 2 IT roles.
  • Analyze, research, and resolve moderately complex issues and partner with the appropriate escalation group when applicable.
  • Identify technical trends, proactively seek solutions, and report to Management when applicable.
  • Local project management and implementation support.
  • Elevated support access for systems like Rundeck, Utility server support, VPN support, MDT Support, and Zero Client Support.
  • Provide day-to-day hands-on escalation support for Level 1 and Level 2, and Level 3 IT roles.
  • Manage escalation interaction with other supporting groups like NetOps, AMT, Techops.
  • Provide reporting to stakeholders related to IT service desk projects and performance on a weekly basis.
  • Identify technical trends, proactively seek solutions, and report to Sr Management when applicable.
  • Serve as a back-up for driving service levels and performance for region/site/teams.
  • Help with equipment procurement, refresh initiatives, and inventory maintenance.
  • Understand security and compliance requirements for the company.
  • Knowledge and functional understanding of Tier 3 roles and responsibilities.
  • Understand security and compliance requirements for the company.
  • Knowledge and functional understanding of Tier 2 roles and responsibilities.
  • Level 1 and 2 Access Support.
Requirements:
  • BA or BS degree preferred but not required.
  • 3-6 years of Service Desk Experience, customer service experience.
  • 1-2 years of leadership roles or project management.
  • Strong in-depth knowledge with telephony phone systems (Avaya, Contractual, Digium, Cisco, etc.).
  • In-depth knowledge of Windows and Mac OS systems in an enterprise environment.
  • Desktop/Laptop hardware experience in both PC and Mac environments. A+ Certification a plus.
  • Microsoft certifications a plus.
  • Google Certification a Plus.
  • Superior Customer Service Skills.
  • Good Verbal and written communication skills.
  • Ability to multi-task and work in a fast-paced environment.
  • Must be a team player.
  • Must be able to lift 50 pounds.

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