IT Desktop Support Specialist - Resolution Technologies, Inc.

IT Desktop Support Specialist Career Opportunity
Our client who is a well-respected government agency is seeking an experienced IT Desktop Support Specialist. This individual will work in a team environment, is responsible for IT support and Telcom tickets, managing and triaging incidents and requests through ServiceNow, and demonstrates an ability to communicate with agency personnel beyond providing and receiving instructions. The ideal candidate will be highly skilled in troubleshooting, incident resolution, documentation, possess excellent soft skills and thrive in a challenging user environment.

IT Desktop Support Specialist Role and Responsibilities

• The Desktop Technician will provide day-to-day local remote desktop support, receive inbound calls, answer questions, troubleshoot, and document steps performed to resolve challenges with hardware, software, and application issues in a ticketing system
• Provides fault analysis to customer core operating systems and platforms, providing support, and applying desktop fault resolution for the approved application suite
• Serves as the primary escalation point for incoming queries and technical issues
• Manages and/or assigns projects and tasks toother team members as appropriate
• Advises, collaborates and assists business units with system enhancements and modifications
• Provides technical assistance and support for incoming queries and technical issues related to systems, networking, phone systems, audio/visual equipment, computer software (e.g., Windows 10, Microsoft Office, various browsers), hardware, etc.
• Effectively provides user support over the phone, in person, and via remote tools
• Responds to user requests promptly, demonstrating courtesy and respect for customers to ensure complete problem resolution and satisfaction through appropriate follow-up
• Assists users with information security and privacy questions; provides directions for the correct action
• Supports telecommunication devices and services; assists users on various vendor wireless networks and telephony
• Distributes and reviews user equipment as required; updates inventory asset management systems with assigned equipment; ensures equipment is clean, up-to-date, and operational
• Provides installation and assistance for laptops, desktops, printers, scanners, cell phones, air cards, landlines, networks, and other assigned peripherals
• Troubleshoots end-user problems; troubleshoots desktop and network printing problems for various vendor printing devices
• May be asked to train users on IT hardware and software (e.g., laptops, printers, login, email, etc.)
• Creates user support documentation and instructions
• Multi-task, prioritize problems, and manage time to ensure the timely resolution of incidents

IT Help Desk Support Specialist Required Skills and Qualifications

• Minimum of 7-10 years of IT technical support
• Strong knowledge and experience installing, configuring, replacing, and supporting network infrastructure equipment, including servers, workstations (Windows/Mac), switches, routers, cabling, VoIP systems ,etc.
• Technical expertise should include Windows 10, MS Office 365, Active Directory, SCCM, utilization of GPOs, Enterprise anti-virus solutions, Helpdesk ticketing systems, and Azure
• Proficiency with imaging laptop computers 20h2,21h2, Microsoft Office 2010, Cisco network, and other authorized desktop applications
• Knowledge and proficiency in Mobile device management, including IOS and Android devices operating systems Enterprise encryption solutions, Windows PC/laptop management via Active Directory, and related software
• Willing to work off-hours and weekends when required for projects or emergency support
• Experience installing, configuring, and supporting network printers and audio/visual equipment
• Effective use of ticketing systems to track and document incidents (ServiceNow and Salesforce is strongly preferred)
• Highly detailed and process-oriented with advanced troubleshooting, incident resolution, and documentation skills
• Strong team leadership, time management, and coaching and mentoring skills
• Excellent customer service and communication skills are a must