Desktop Support

Responsibilities Include, but are not limited to:

Technical Support:

• Provide second-level technical support to end-users regarding hardware, software, and network issues.

• Respond to incident tickets and inquiries in a timely and professional manner.

• Troubleshoot and resolve common IT problems, escalating more complex issues to higher-level support as needed.

User Assistance:

• Assist end-users with system navigation, software installations, and basic IT-related tasks.

• Educate users on IT policies, procedures, and best practices.

• Guide users through problem-solving steps and provide clear instructions.

Documentation:

• Create and update documentation for common IT procedures, troubleshooting steps, and solutions.

• Maintain accurate records of support interactions, resolutions, and system changes.

Collaboration:

• Collaborate with other IT teams and departments to address and resolve technical issues.

• Communicate effectively with team members and management regarding ongoing support activities.

Security Compliance:

• Adhere to IT security policies and protocols to ensure the confidentiality and integrity of data.

• Report security incidents or breaches promptly.

Knowledge and Skills

• Preferred relevant experience working with the Ivanti ITSM platform, or similar.

• Knowledge of basic computer hardware, software, and peripherals including but not limited to:

• Windows 10

• Office 365

• Microsoft Teams

• SharePoint

• Virtual Desktops (VMWare)

• iPhone / iPad support

• Active Directory administration

• Microsoft System Center Configuration Manager (SCCM)

• Printers / Copiers

• Multi-factor authentication (DUO)

• Bomgar (Beyond Trust) administration/monitoring

• Teams supported AV and presentation systems.

• Experience supporting users in ERP platforms (BST or Deltek) and HRIS systems (Workday) is desirable.

• Working knowledge of a range of PC, network, and system diagnostic utilities.

• Knowledge of imaging and software deployment methods.

• Exceptional written and oral communication skills.

• Excellent interpersonal skills, with a focus on rapport-building, listening, and questioning skills.

• Strong documentation and troubleshooting skills.

• Conduct research into a wide range of computing issues as required.

Required Experience

• Minimum of 2 years of related work experience.

• Bachelors in information technology, related degree, or equivalent experience.

• Experience working in a medium to large corporate environment.

• Certifications in ITIL and/or Help Desk Institute helpful.

• Experience with engineering applications helpful.

Personal Attributes

• Proven analytical and problem-solving abilities.

• Keen attention to detail.

• Exceptional customer service orientation.

• Ability to absorb and retain information quickly.

• Highly self-motivated and directed.

• Effectively prioritize and execute tasks in a high-pressure environment.

• Ability to present ideas in user-friendly language.

• Experience working in a team-oriented, collaborative environment.