Desktop Support Specialist

The selected candidate’s primary focus will be desktop Windows administration support and offnet environment compliance activities.

Job duties will include:

•              Provide technical support for computers; install, troubleshoot, service, and repair personal computers, related PC software, and peripherals.

•              Instruct users in the use of personal computers as the primary controller for manufacturing tools and machinery.

•              Perform root cause analysis for complex issues and document technical solutions

•              Provide any technical support above and beyond the Tier1/2 support vendor.

•              Provide Windows systems management.

•              Monitors ticket queues to ensure SLAs are met

•              Work with software vendors to support third party applications.

•              Provides offnet environment support

•              Investigate information, network, and communications needs of users.

Basic Qualifications

•              Minimum 5 years of Windows desktop support experience

•              Proficiency in Microsoft products such as Windows Desktop OS and Office Product Suite.

•              Strong troubleshooting abilities

•              Familiarity with manufacturing operations, hardware, software, etc.

•              Experience in Active Directory configuring user and computer accounts

•              Good understanding of networking principles (such as the OSI model) .

•              Proficiency in remote administration and troubleshooting of desktop PCs

•              Understanding of Enterprise-level storage concepts.

•              Ability to lift equipment weighing up to 40 pounds.

•              Ability to work independently; appropriately escalate issues and roadblocks to leadership.

•              Superior customer service and service delivery. Maintains composure in difficult situations, with challenging customers.

•              Demonstrates personal integrity and high ethical standards in customer contacts as well as all internal relationships.

•              Masters’ unfamiliar information, tasks, and situations quickly and effectively.

•              Excellent communication skills, written and verbal.

•              Ability to manage multiple priorities and time-sensitive mission critical needs.

•              Customer and detail oriented and possess good decision-making ability.

Preferred Qualifications:

•              Experience using ServiceNow in an enterprise environment

•              2 years of Windows desktop support experience in an enterprise environment (>1000 end points)

•              Cross-platform experience (ie. Windows, Linux, Solaris, OSX, UNIX, etc.)

•              CompTIA A , Network , and/or Security certification

•              Associate or bachelor’s degree in relevant discipline.

•              Experience supporting manufacturing operations, hardware, software, etc.

•              Familiar with OT/ICS segregation principles

•              Experience with support for OT/ICS environments