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Desktop Support Specialist

4 months ago

Newport News, United States Endurance IT Services Full time
Job Description

Desktop Support Level II - Newport News, VA (Onsite) 

Objective:

This position is also responsible for responding to escalated support issues and delegating tasks, particularly related to general desktop, hardware, and printer support. You will manage systems and processes that impact end-user technology and serve as a resource for other IT Support personnel. Hardware and Software support for desktop and field users including PCs, printers, phones, and other technology.

  • Networking and network security, including ethernet routing, ISP interfacing, and firewall management.
  • Online technologies including Azure AD, VMware Workspace, Adobe, Office 365, and company portal.
  • On-premises technology and infrastructure including virtualized (VSAN) environment, building security and surveillance, phone and voicemail management, accounting suite, domain administration, database management, disk and tape backup management, and Citrix-hosted environments.

Primary Responsibilities:

  • Technology support and troubleshooting:

 - Evaluate, enhance, and create processes to make technology support more efficient.

 - Advanced troubleshooting and solution development for escalated hardware and

 software issues.

 - Desktop and workstation technologies:

 > Windows 10 and newer OS support

 > MS Office (365) and related email tools

 > Various online applications

 > Network and local printers/plotters

 - Basic Networking

 - VOIP devices

 - Mobile devices and MDM

 - Collaborate with cross-functional teams to investigate and resolve complex problems.

 - Assist in domain administration, managing users, devices, and groups.

Communication and Assistance:

  - Provide guidance on technology usage and maintain professional communication 

  - Assist in managing and maintaining an inventory of IT assets, including computers,

 peripherals, and software licenses.

  • Organization:

 - Responsible for documenting various technology systems.

 - Collaborate frequently with other employees, emphasizing the importance of

 maintaining a calendar and respecting time commitments.




Requirements

Qualifications :

  • 3+ years’ experience with technical support related to computer hardware, software, and peripherals such as central processing units, monitors, cables, printers, plotters, phones, and online technologies.
  • Advanced knowledge of PC/Server hardware and Windows operating systems including Windows 10, 11
  • Experience with installing, configuring, upgrading, troubleshooting, and repairing applicable software, hardware, and peripherals.
  • Experience with any of the following
  • Preferred:

 - Dell business-class machines

 - Apple iOS

 - FortiGate Firewalls/Access Points

 - Azure AD

 - MS 365 Support or Administration

 - Sentinel One Endpoint Management

 - Mimecast

 - AutoBid

 - Citrix Virtualization/XenApp/Workspace

 - VMware WorkspaceOne

  • Ability to explain technical concepts and procedures to non-technical users.
  • Must possess and maintain a valid Virginia driver’s license and a satisfactory driving record




Requirements
Experience Required: 3 or more years of business development experience selling to senior business and IT stakeholders Experience Required: Demonstrated achievement in sales in the IT industry. Proven successful experience selling cloud, service desk, network operations services, information technology solutions and/or other recurring revenue. Proven, successful experience selling project based, professional services with an information technology focus Strong understanding of how enterprises and business functions utilize services offerings from vendors to drive improved efficiency, financial results and employee engagement Demonstrated ability to handle objections and drive best new practice ideas to impact their business Understanding of client’s needs and IT pain points and the ability to translate them into sales opportunities that create true business value Inherent ability to influence others regarding complex topics – hunter mentality and self-starter Socially comfortable speaking with strangers across a broad range of business and information technology topics The ability to handle pressure, meet deadlines, and be accountable for results Excellent verbal and written communication skills, including facilitation of group presentations Bachelor's degree or equivalent work experience