Information Technology Desktop Support

POSITION SUMMARY:

The role of Associate Specialist, Desktop Support is an integral technical role responsible for providing frontline support and assistance to end users for desktop computing issues. Reporting to the Manager of Onsite Support, the Associate Specialist assists in maintaining the reliability, availability, and performance of desktop systems to ensure optimal user productivity.

ROLES & RESPONSIBILITIES:

Desktop Support and Troubleshooting:

• Providing first-level technical support for desktop hardware, software, peripherals, and operating systems, diagnosing and resolving user-reported issues in a timely manner.
• Escalating complex technical issues to senior support staff or system administrators for further investigation and resolution.

User Assistance and Training:

• Assisting end users with basic troubleshooting steps, software installations, system configurations, and user account management to facilitate effective desktop usage.
• Providing user training and guidance on desktop applications, tools, and best practices to enhance user productivity and efficiency.

Desktop System Administration:

• Assisting in the administration of desktop systems, including software updates, patch management, antivirus management, and system backups, to ensure system integrity and security.
• Performing routine maintenance tasks, such as hardware upgrades, repairs, and replacements, to maintain the reliability and performance of desktop systems.

Inventory Management and Documentation:

• Assisting in the management of desktop hardware and software inventory, including asset tracking, procurement, and disposal, to ensure accurate inventory records and compliance with organizational policies.
• Maintaining accurate documentation of desktop configurations, processes, procedures, and troubleshooting guides to facilitate knowledge sharing and collaboration within the team.

User Support Coordination:

• Collaborating with other support teams, such as network support, application support, and help desk support, to coordinate resolution efforts and ensure timely response to user-reported issues.
• Communicating with end users to provide status updates, resolution timelines, and follow-up support to ensure customer satisfaction.

Quality Assurance and Continuous Improvement:

• Participating in quality assurance activities, such as user satisfaction surveys, incident analysis, and performance monitoring, to identify areas for improvement and implement corrective actions.
• Contributing ideas and suggestions for process improvements, automation initiatives, and service enhancements to streamline support operations and improve service delivery.

KNOWLEDGE, SKILLS & ATTRIBUTES:

• Basic technical knowledge of desktop hardware, software, operating systems (Windows, macOS), and common productivity applications.
• Strong troubleshooting and problem-solving skills, with the ability to analyze user-reported issues and implement effective solutions.
• Excellent customer service and interpersonal skills, with the ability to communicate technical concepts clearly and concisely to non-technical users.
• Detail-oriented with a focus on accuracy and precision in work.
• Ability to work independently and collaboratively in a fast-paced environment, with a strong sense of urgency and commitment to customer satisfaction.
• Commitment to continuous learning and professional development to stay abreast of desktop computing technologies and best practices.

QUALIFICATIONS:

Experience:

• 3 years of experience in desktop support, technical support, or a related field, preferably in a higher education environment.
• Experience with ticketing systems, remote support tools, and desktop management tools is a plus.

Education / certifications:

• Associate's degree or equivalent in information technology, computer science, or a related field.
• Certification in desktop support or ITIL Foundation certification is a plus.

Credentials:

• Demonstrated track record of providing effective desktop support and assistance to end users.
• Strong problem-solving and analytical skills, with the ability to prioritize and manage multiple tasks simultaneously.