Roles and Responsibilities:
The Desktop Support Specialist (DSS) is, on a day-to-day basis, responsible for supporting hardware and software for all corporate and remote employees. The scope of hardware support includes laptops, desktops, printers, cell phones, IP telephony, and other misc. IT related equipment. Software support includes but is not limited to, Windows Operating Systems, Mac environments, Microsoft Office products, local databases, and various ISI corporate business applications.
On a day-to-day basis, the Desktop Support Specialist will:
- Respond to requests for IT assistance directly from corporate and field users, or as escalated from Service Desk support
- Troubleshoot and resolve escalated issues from the Service Desk
- Provide Tech:Bar support
- Assist with call support as dictated by volume or need
- Provide immediate support for high priority escalations (phone / in person / video conf.)
- Provide onsite support at customer locations
- Manage IT request tickets in a Service Management System as assigned in compliance with IT department processes
- Create and / or edit knowledge articles based on support resolutions
- Install business supported applications using IT software distribution technologies
- Provide guidance and assist Service Desk staff with troubleshooting ideology
- Resolve identified security issues as required
Skill/Job Requirements:
- Associates degree in related field or at least 5 years experience supporting Windows and Mac operating system computing environments
- Strong customer service skills/experience required
- Strong knowledge of Windows and Mac environments required
- Experience with network patching, IP configuration, remote access including virtual private networks, IP phone, and business applications preferred
- Experience with server infrastructure and Active Directory desired
- Knowledge or experience working in a KCS environment
- Must be able to work independently and be self-directed
- Must have excellent organizational, verbal, and written communication skills
- Should be flexible and able to complete projects outside normal daily duties as needed
- Occasional weekend and non-business hour support may be required
Intuitive es un empleador que brinda igualdad de oportunidades de empleo. Proporcionamos igualdad de oportunidades de empleo a todos los solicitantes y empleados cualificados, y prohibimos cualquier tipo de discriminación y acoso, independientemente de su raza, sexo, condición de embarazo, orientación sexual, identidad de género, origen nacional, color, edad, religión, condición de veterano protegido o de discapacidad, información genética o cualquier otra condición protegida por las leyes federales, estatales o locales aplicables.
