Service Desk Specialist II

POSITION SUMMARY

The Service Desk Specialist provides support for incident resolution, assess problems and technical guidance to

staff. Responsibilities include initial assessment, triage, research, and resolution of incidents and requests regarding

the use of client's enterprise systems and/or infrastructure components. Service desk specialist will also support with

technical research recommendations, support with systems documentation, training, and other security initiatives

as assigned. Position requires technical expertise to troubleshoot issues involving hardware, software, and

peripherals.

PRIMARY RESPONSIBIITIES

· Install, configure, maintain, and repair desktop computers and peripheral equipment in a networked

environment and for remote operations.

· Assist with moving desktops and other hardware as needed.

· Remove hard drives and manage the configuration and setup of new hardware. Determine the feasibility of

repair or replacement of equipment and take action accordingly.

· Provide level 1 support for incident resolution and requests related to client's enterprise systems and

infrastructure components.

· Accurately record, classify, and prioritize all incoming incidents.

· Troubleshoot software issues, perform software installations, updates, and upgrades, and assist in maintaining software inventory. · Assist with technical tasks, such as setting up workstations, connecting devices to the network, and configuring software and hardware settings. · Prepare user documentation and training materials, write operating instructions, and maintain records of hardware and software changes. · Document and analyze security threats and incidents, follow all security protocols, and support security initiatives as assigned. · Assist with office moves, hardware reorganization, and other IT-related tasks as needed to support smooth operations. · Participate in disaster recovery procedures and annual system assessments, including running inventory reports, checking hardware and software, and managing IT assets. · Provide after-hours support on a rotating basis as required.

REQUIREMENTS

· Associate or bachelor's Degree in information systems or a related field preferred, 3 years directly related

desktop support experience preferred.

· Familiarity with Microsoft Office Suite (Office 365) and Windows operating systems

· Basic knowledge of network configurations and IT infrastructure.

KEY COMPETENCIES

· Strong problem-solving skills and the ability to troubleshoot hardware and software issues.

· Good verbal, written and telephone communication skills

· Excellent organizational and time-management abilities.

· Ability to work independently and apply discretion while solving problems.

· Ability to work collaboratively in a team environment.

Desired Skills and Experience

Active Directory