Desktop Support Specialist

20 hours ago


Johnston, Iowa, United States Omni Inclusive Full time
Job Summary:

As a Desktop Support Engineer at Omni Inclusive, you will be responsible for providing high-quality technical support to end-users, ensuring seamless service delivery and excellent customer experience. This role requires strong technical expertise, excellent communication skills, and a collaborative approach to resolving customer problems.

Key Responsibilities:

• Provide break-fix support for laptop, desktop, tablets, and associated hardware peripherals

• Offer IMAC support, including large-scale/bulk office moves/re-stack activities

• Support operating systems, base load software, MS Office suite, and other business applications

• Troubleshoot access-related issues with smart cards, passwords, and security

• Provide support for mobility devices (iOS/iPhone/iPad) and VIP/home-based office (HBO) users

• Manage the ticket queue in the Remedy system and ensure timely resolution and closure

• Coordinate with vendors for end-user support and perform managed print service invoicing/meter read/polling report verification

• Perform end-user support-related security and controls and compliance tasks

• Collaborate with Level 3 support groups and project teams for service delivery enhancements, maintenance, and upgrades

• Provide IT support for on-site or off-site events and meetings, including site setup and coordination with venue IT/AV contacts

• Participate in disaster recovery and emergency response activities in the event of emergency situations at local sites

Requirements:

• Strong understanding of client-based operating systems

• Proficient understanding of level 1 Helpdesk services

• Strong knowledge of client-based applications

• Proficient with common network protocols (TCP/IP) for device connectivity issues

• Excellent communication and customer engagement skills

• Strong analytical skills, work ethic, and problem-solving skills

• Basic safety knowledge to assist users with ergonomic equipment

• Ability to lift heavy equipment within the stockroom

• Customer experience-focused with a customer-centric attitude

• Professional and courteous, with the ability to work in a high-density client environment

• Flexible for traveling to remote sites/colocations

• Technical certification (Microsoft/Client/Dell) in a similar field is an added advantage

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