IT Desktop Support

5 days ago

Houston, Texas, United States Spectrum of Hope Full time

Duties and Descriptions for the Desktop Support - Onsite L2:

  • Install, configure and troubleshoot desktop systems, workstations, servers, and network issues in a heterogeneous environment.
  • Provide a high level of customer service
  • Support End User Technology Needs
  • Provide phone and deskside support to end users across the site
  • Take ownership of issue/request through resolution or escalation
  • Analyze hardware and software problems, perform troubleshooting per approved procedures, identify alternative solutions and take appropriate corrective action
  • Perform hardware and software setup, configuration, and testing per current standards and approved procedures Help create and maintain system support documentation
  • Provide day-to-day technical support to employees for network infrastructure and internal desktop systems software and hardware.
  • Maintain passwords, data integrity, and file system security for the desktop/laptop environment.
  • Communicate highly technical information to both technical and non-technical personnel.
  • Support the implementation of new hardware and software solutions, including new acquisitions and upgrades
  • Participate in or lead the development of information technology and infrastructure projects and help deploy solutions to customers.
  • Conduct training programs designed to educate an organization's computer users about basic and specialized applications.
  • Participate in the development, and deployment of Client-Services solutions/services to customers
  • Provide support to Executives and VIP and demonstrate the capability to responsibly deal with sensitive or confidential information.
  • Perform 1st line Service Desk function, as needed, that involves receiving and processing requests from customers via telephone, email, and web/online submissions.
  • Manage request processing within internal and external committed SLAs. Be an expert user of key ITSM tools
  • Develop IT Knowledge Base articles for user education and reduction of repeat requests from customers.
  • Identify patterns of break-fix in the Client PC environment and conduct problem-management analysis to reduce defects in our environment. Develop Root-Cause-Analysis for high-impact problems and communicate with IT management and key customer executives.
  • Contribute requirements to the design, testing, deployment, and support of a standardized desktop and laptop image consisting of the operating system and all supported applications
  • Review and make updates to windows logon scripts, and registry keys as an expert on the Windows PC environment.
  • Provide Hands & feet support for the infrastructure team as needed

IT Desktop Support - L2 Qualifications:

  • Computer Degree
  • A++ certification
  • Communication skills
  • Ability to explain technical concepts to inexperienced users
  • Time management skills

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