What are the responsibilities and job description for the Desktop Support Specialist position at EdgeCo Holdings?
Job Summary:
The Desktop Support Specialist is a hands-on technical role, responsible for working with a team supporting, implementing and maintaining the organization’s IT infrastructure and applications.
This is a hybrid position in Lexington, KY.
Duties/Responsibilities:
- Serve as the first point of contact for users/customers seeking technical assistance through the help desk system, address user tickets regarding hardware, software, peripherals and networking
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Direct unresolved issues to the next level of support personnel
- Follow up with clients to ensure their systems are functional
- Help create technical documentation and manuals
- IT infrastructure installation, maintenance and support of hardware including managing all Desktop Support activities, email support, and administration of Telecom systems.
- Implement and support users according to regulatory compliance, policies and procedures.
- Respond to alerts from various monitoring applications providing a layered network security
- Support peers on other projects and tasks while balancing regular duties
- Record and respond to technical incidents and requests using the Service Desk ticketing system while adhering to performance goals
- Implement and support existing and new applications and technologies entering the infrastructure
- Provide prompt and courteous customer support to end users and troubleshooting activities (e.g., unlocking accounts, Service Desk ticket and queue monitoring, direct person-to-person troubleshooting, etc...)
- Support third party vendor applications - installation, user setup and user support.
- Contribute to the development and implementation of hardware and software standards for workstations, wireless technology, file & print services, etc.
- Contribute to the development and implementation of 'best-practice' standards as well as departmental policies and procedures.
- Help determine, recommend and implement hardware and software upgrades for business applications, desktop, laptop, etc.
- Additional duties may be assigned such as planning, equipment staging, etc. as change occurs
Required Skills/Abilities:
- Associates in Computer Science, relevant field, completion of appropriate technical course, or equivalent work experience
- 3-5 years of related work experience in desktop support
- Proven work experience as a Desktop Support Engineer, Technical Support Engineer or similar role
- Hands-on experience with Windows/Mac OS environments
- Working knowledge of office automation products and computer peripherals, like printers and scanners
- Knowledge of network security practices and anti-virus programs
- Demonstrated knowledge of Active Directory/AD Manager and O365 Admin Center required.
- Ability to perform remote troubleshooting and provide clear instructions
- Excellent problem-solving and multitasking skills
- Customer-oriented attitude
- Prior experience using the below preferred:
- Service Now Ticketing System
- VDI VMware
- Manage Endpoint Central – Remote system, Computer patching,
- PC Imaging
- Knowledge base Documentation
- Computer Inventory
- Desktop Imaging and Deployment Skills, Basic PC Troubleshooting
- Cisco AnyConnect VPN
- Phone systems – Ring Central and FSN
- Misc application management and support
