Desktop Support Specialist

POSITION SUMMARY: Under general direction provide company personnel prompt and efficient access to applications, data and communications equipment necessary to perform their job in the most expeditious manner. Assist with network implementation, organization, and troubleshooting.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Perform upgrading, troubleshooting, and maintenance of company network computer systems including but not limited to servers, operating systems, desktop personal computers, routers, smart phones, and printers.

2. Install new software, hardware, and upgrade products as directed.

3. Perform regular maintenance administration.

Set up new user accounts on all necessary systems and profiles, as directed.

Maintain print servers, recapture-printing ports, check print settings, and set the default printer.

Repair or replace hardware failures including: hard drives, network cards, thin clients, power supplies, cooling fans, video cards, and monitors.

Handle software issues.

Research and address viruses and limit impact by establishing and implementing plan to limit damage and reinstall infected applications or operating systems.

4. Receive telephone calls from users having computer problems or inquiring how to use specific software, such as statistical, graphics, data base, printing, word processing, electronic mail, internet and operating systems.

Talk to user to learn procedures followed and source of error.

Answer questions, applying knowledge of computer software, hardware and procedures.

Ask users with problems to use telephones and participate in diagnostic procedures or by listening to and following instructions.

Determine whether a problem is caused by such hardware as cable modems, printers, cables, or telephones.

Talk with coworkers to research problems and find solutions.

Call software and hardware vendors to request service.

5. Provide help desk services in a prompt, efficient, and courteous manner to continue personnel productivity.

6. Monitor Helpdesk tracking system for incoming requests. Resolve and manage these requests ensuring quality customer support while keeping up-to-date records in the tracking system.

7. Evaluate computer connections with providers of T1 and Internet to ensure timely, cost effective, and consistent connectivity.

8. Receive and resolve complaints regarding communications equipment and/or service. Monitor all communications equipment, systems, including periodic system testing and make arrangements to accomplish necessary maintenance and repair.

9. Resolve problems with individuals’ use of email system.

10. Complete projects or troubleshoot problems daily and as required to maintain employee access to critical company applications including performing maintenance in evenings and weekends when necessary.

11. Be proficient in all software applications as directed by supervisor through self-study, at home courses or training seminars.

12. Achieve departmental goals by participating and contributing to team efforts.

13. Participate in an on-call rotation schedule for system or user emergencies:

Carry a cell phone and respond to in a timely manner when scheduled as primary contact

Carry a cell phone for 24-hour availability and respond to calls in a timely and reasonable manner.

May require office hours on Saturday or Sunday to perform system maintenance work, as required.

Additional Responsibilities:

1. Accomplish duties as specified in position guidelines.

2. Confer with supervisor on unusual/complex issues.

SUPERVISION

Working under general direction to receive general guidance with respect to overall objectives, work independent of others. Operate within department policy guidelines using independent judgment in achieving assigned objectives.

PERFORMANCE BENCHMARKS:

1. Ability to use initiative and judgment in order to effectively and efficiently respond to user problems.

2. Ability to answer questions, applying knowledge of computer software, hardware and procedures.

3. Ability to encourage, facilitate and participate in team cooperation by working with others to achieve team goals.

JOB QUALIFICATIONS

To perform this job successfully, individual must be able to perform each essential duty satisfactorily and be able to react to change productively and handle other essential tasks as assigned.

Education: High School Diploma + Certification training in A+ and/or Microsoft Windows

Experience: 1-3 years of computer information systems administration. Experience in W Windows 7, Windows 10 and Diagnostic Skills required.

Skills & Abilities: Prioritizing of multiple responsibilities and/or accomplishing tasks simultaneously.

Computer proficiency: Utilize complex computer operations and advanced features of software packages.

WORKING CONDITIONS

Standard office. Occasional overnight travel (up to 20%) by land and/or air.

Light physical activity performing non-strenuous daily activities of a productive/technical nature.

Exposure to constant or intermittent sounds sufficient to cause distraction.

Considerable stress may occur at times.

Hours of work: 8:30 to 5:00; must fulfill the duties of the position regardless of number of hours worked.

Must be flexible in schedule and may require coming in before shift or staying past shift.

Physical Demands - light to medium force occasionally required to move objects.

About Staffing Connection Inc.:

As an organization, we specifically address the unique requirements of our clients. We have developed a unique team of specialized professionals to address your hiring solutions. Whatever your hiring needs, our top-rated professional staffing firm can give you quick access to highly skilled professionals you might not find on your own. Let us ease your workload and provide peace of mind that none of your important projects or hiring needs will be delayed.

Full-Time