Desktop Support Specialist

Job Description

Basic Purpose

The Desktop Specialist (Tier 2) would provide hands-on and remote technical support to the Company’s end users. The Tier 2 role will be backup to the incoming call queue as well as the handling of incidents and requests that are escalated from the Help Desk (Tier 1). This person would move and deploy endpoint technologies for any new employee, transfer or termination along with rebuilding and reimaging endpoint hardware. This person would also be responsible for maintaining and supporting all organizational and departmental PC/Laptop images and applications on a consistent basis. This role requires end user deskside support to resolve technical issues. The successful candidate must be able to work in unsupervised situations, provide excellent customer service, be extremely detailed and highly motivated.

Primary Responsibilities

Configure, deploy, and troubleshoot all endpoint technologies, including physical and virtual technologies

Provide deskside computer trouble shooting / problem resolution

Deploy and troubleshoot operating systems and enterprise application software

Manage incidents / requests assign to the Desktop Support Team

Develop and maintain user and technical documentation

Work on specific tasks or projects to meet business goals and objectives

Backup to the Help Desk Team (Tier 1)

Coordinate hardware repair with MSP

Perform hardware moves and inventory

Perform administrative duties (ordering supplies, receiving of equipment, and Performing inventories)

Additional Responsibilities

Point of escalation for difficult and complex issues escalated by the Help Desk

Point of contact for Help Desk questions/knowledge

Analyze and identify trends in reported issues and devise preventative solutions

Participate in Continuous Process Improvement on Desktop Support Processes

Participate in cross team projects

Other tasks and projects assigned by the manager

Job Requirements

Bachelor’s degree or 4 years of studies in IT related field

2-3 years of experience in desktop hardware/ software configuration in an enterprise environment

Industry Certification preferred, A+, MCITP

Understanding of ITIL Framework

Solid understanding of PC and Laptop hardware and peripherals

Strong understanding of Windows OS, SCCM, and Microsoft Office applications

Understanding of financial applications preferred, Bloomberg, Factset, Thomson Reuters