Desktop Support Engineer Specialist

Your Success is Our Success. Global CI is an award-winning 30-year IT Services company founded on the principles of providing high-quality, value-added technology consulting services. Our vision is to create a better future by improving the lives of the people we serve through emerging technologies. Join us and together we will advance the future of technology services.
Global CI offers competitive compensation and non-salary benefits to all eligible employees.

Job Description

Key Required Skills:
IT support; hardware/software troubleshooting; user research; requirements gathering; special projects; inventory management; process improvement; project management; accessibility/508/UX knowledge.

Position Description :

• Provide technical support to any software and/or hardware issues
  • Network connectivity
  • VPN challenges (utilizing OpenVPN and Wireguard)
  • Active Directory (AD) implementation
  • Use of remote access tools is a must (including SRT, BeyondTrust, or Bomgar) to remotely access and troubleshoot issues
  Network shares


• Manage the device inventory
  
  
  • Setup devices (IOS/Android phones, Windows/Mac laptops) by following existing instructions
  • Schedule on-site meetings with end-users to configure and distribute device
• Assist in review and improvement of team processes, including refining current processes to increase effectiveness and ease of use
• Coordinate with internal team around asset management and if needed prepare quotes, catalog inventory, and review defective hardware to determine required actions
• Maintain IT and internal process documentation for disbursement and use across internal team
• Perform independent research and provide recommendations for new and improved software/hardware to enhance team's IT capabilities
• Support ad hoc special projects relating to internal team needs
• Learn customer-specific policies and processes
• All other duties as assigned or directed.

Skills Requirements:

Basic Qualifications

• Demonstrate strong oral and written communication skills, with the ability to communicate technical topics as well as interface with the customer on a daily basis
• Minimum of 3 years' experience assisting users with the operation of their computer systems and software applications, including Microsoft Office applications and other specialized software
• Strong analytical and problem-solving skills allowing for individual to identify, analyze, troubleshoot, and respond to complex problems while supporting users accurately and efficiently
• Excellent teamwork and interpersonal skills.

Required Skills

• Minimum of 8 years' experience testing both hardware and software, ensuring that systems are functioning properly.
• Minimum of 5 years' experience utilizing Jira (or similar service platform) to manage and respond to support tickets from users.
• Minimum of 3 years' experience supporting special IT projects and managing their end-to-end lifecycle.
• Ability to prioritize and complete assignments independently, meet deadlines, and manage multiple changing priorities in a dynamic work environment.
• Ability to support multiple projects at the same time, each with their own unique set of requirements and needs.
• Ability to be flexible and react appropriately to changing job assignments, work environments, and work locations.
• Consistently demonstrates a positive, supportive, and constructive attitude with both internal and external customers as well as peers.
• Ability to write technical documentation and plain language documentation dependent on audience.
• Self-motivated, task-driven, and able to quickly learn new skills.
• Demonstrated understanding of navigating and adapting to unique constraints (i.e. policy, infrastructure)

Desired Skills :

• Understanding of different operating systems beyond Windows (MacOS, Linux, iOS, Android)
• Ability to write/implement basic scripts (using Powershell or AutoIT)
• Experience implementing or otherwise managing Jira or similar service platform (ServiceNow, Zendesk, etc.)
• Understanding of UX and user research methodologies
• Support of UX/user research software and/or tools (Axure, XD, Sketch, Figma, Medallia, Tobii)
• Understanding of 508 and accessibility compliance
• Previous work experience in federal government
• Understanding of agile framework and full life-cycle software development methodologies
• Project management certifications (PMP, CAPM, PMI)

Education:

• Bachelors degree with 7 years of experience

Benefits include:

• Comprehensive medical, dental, vision, life, and short & long-term disability insurance health savings account
• Matching 401k retirement plan IRA's and Roth IRA's
• Generous paid time off and paid holidays
• Employee recruitment/referral bonus
• Paid community service hours
• Tuition reimbursement
• Employee discounts

At Global Commerce & Information, Inc. we celebrate, support, and are committed to creating a diverse and inclusive environment. We're proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other legally protected characteristics.
Global Commerce & Information, Inc maintains a drug-free workplace.