SUMMARY

As the IT Desktop Support Specialist, you will be responsible for maintaining user uptime and improving computing experiences through effective problem identification and resolution . You will also be responsible for providing exceptional customer service . You will receive phone calls and emails indicating a user support request, and you will identify and resolve issues. You will be responsible for the administration and internal support of the Company’s PCs, Thin Client Devices, network printers, local printers, servers, phones, copiers, and related equipment. The requests may involve working with other resources and vendors to deliver effective support services. You will provide ongoing technical support and follow-up with agency personnel.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Identifying, troubleshooting, resolving, and documenting user system issues
• Maintaining customer satisfaction in every step of the service delivery
• Installing, supporting, configuring, evaluating, maintaining, monitoring, and analyzing systems and software in a client network environment
• Utilizing remote monitoring and management software to resolve client requests
• Documenting, reviewing, and improving existing or new procedures and workflows
• Responding to client support calls and emails:

• Assist with on-boarding of new users
• Ensure each workstation has a computer/ thin client device, monitor, keyboard, mouse, phone, and any additional specialized equipment
• Install, test, and configure new workstations, peripheral equipment, thin client devices and software
• Maintain inventory of all equipment, software, and software licenses
• Manage PC/Thin client Device setup and deployment for new employees using standard hardware, images, and software
• Assign users and computers to proper groups in Active Directory
• Perform timely workstation hardware and software upgrades as required

JOB REQUIREMENTS

As a Desktop Support Specialist , you will work with a good deal of Citrix XenDesktop, Microsoft desktop & server systems, Active Directory, and Exchange technology . You must have strong troubleshooting and support skills . Stellar communication and customer service skills are essential for this role. You must have the technical skills necessary to support, troubleshoot, and set up client networks and equipment. We seek a highly motivated professional eager to grow, learn, and gain new skills.

Qualified candidates are highly organized and have superior analytical problem-solving abilities. Ideal candidates are team-oriented, customer-focused , positive, and committed to excellence. You must be able to work with key personnel across multiple departments to build a shared vision for solutions, and you must possess the ability to learn new technologies quickly.

Additional requirements of the IT Desktop Support Specialist role include:

• Bachelor’s degree or equivalent combination of training and experience
• 5 - 7 years of Technical Support experience
• Previous Server Administration and Desktop Support experience, preferred
• Operating System experience in the following:
  • Citrix Cloud- Daas Premium, Windows 10, Windows 11, Windows Server 2019, Windows Server 2022
• Server hardware experience with the following
  • Diagnostics, replacement/upgrades, monitoring, and RAID configuration
  • Intermediate server administration skills with domain configuration and maintenance
• Windows server components, including:
  • Active Directory, Group Policy, SQL, & Exchange online administration, RRAS
  • A / Network / Microsoft Certifications MCP & MCSA certifications, a plus
• AT&T Office @hand Phone System
  • Administrating the system
  • Providing phone system support to all users
• Managing Mobile devices, including laptops and iPhones.