What are the responsibilities and job description for the Desktop Support Specialist position at Anone Inc.?
Desktop Support Specialist - Storage & Tape Management
Looking for a challenging and rewarding career opportunity?
We are seeking motivated, honest, and ambitious individuals to join our team as Desktop Support Specialists. The successful candidate will collaborate closely with our engineering team to maintain secure, high-performance computer systems. The ideal candidate will have strong technical expertise in network administration, system installation, and troubleshooting, complemented by a background in software development.
Skills & Responsibilities
Core Competencies:
- Excellent verbal and written communication skills in English.
- Self-motivated, proactive, and an effective team player.
- Strong interpersonal skills to collaborate with both technical and non-technical team members.
- Effective communication and strong probing skills for issue resolution.
Technical Knowledge & Experience:
- Hands-on experience in a large organization’s call-handling, troubleshooting, and support environment.
- Familiarity with ITIL methodologies, including Incident, Request, and Problem Management.
- Strong knowledge of current protocols, operating systems, and IT standards.
- Proficient in Office 365 and common software applications used within the organization.
- Expertise in hardware troubleshooting for desktops and laptops.
- Working knowledge of network security practices and anti-virus solutions.
- Experience with remote troubleshooting and providing clear technical instructions.
Operational Responsibilities:
- Respond to customer queries via calls, emails, chat, and web tickets within defined SLAs.
- Accurately record interactions and classify tickets in the ticketing system.
- Perform account unlocks and password resets per established procedures.
- Dispatch tickets to appropriate support groups after collecting necessary information.
- Utilize the knowledge base to troubleshoot and resolve issues.
- Follow up and close incidents to ensure customer satisfaction.
- Diagnose, verify, and report downtimes, providing immediate notifications for all incidents.
- Reinstall application packages corrupted or deleted by users.
- Rebuild/refresh laptops and desktops.
- Manage incidents, problems, and changes within the EUC (End-User Computing) environment.
- Provide hands-on support for IDF/MDF/Server Closets.
- Coordinate with manufacturers for warranty-related hardware repairs.
- Manage and tag assets for effective tracking and organization.
Must-Have Expertise:
- Physical Tape Media Management
- Tape Media Audits
- Backup and Restore Processes
- Proven experience as a Desktop Support Specialist, Technical Support, or in a similar role.
- Strong knowledge of Windows 10 and office automation tools.
- Familiarity with peripherals, such as printers and scanners.
- Excellent problem-solving, multitasking, and time management skills.
- Ability to operate effectively with minimal supervision.
- Customer-oriented attitude with a commitment to satisfaction and quality service delivery.
If you're passionate about IT, enjoy problem-solving, and are eager to contribute to a dynamic team, we’d love to hear from you!
