Workstation Specialist

Job Responsibilities

• Respond directly to technical questions or issues, or refer them to the appropriate employee or group in a timely manner. Utilize in-house and Internet resources when researching solutions for job related issues. Keep current in technology and continuously expand knowledge through training and review of industry literature.
• Assist the Senior Workstation Specialists during large-scale projects related to workstation hardware, applications, and/or workstation OS upgrades. Work in coordination with the IT Service Desk in the Field Analyst capacity when assigned.
• Support Server and Network groups with regard to issues involving multiple workstations. Additionally, support all other IT disciplines as needed with regard to workstation issues.
• Address assigned work as defined in current call tracking tool. Adhere to current Service Level Agreements with regard to priorities and defined timelines for solution delivery. Investigate and resolve workstation problems regarding PC client OS, applications, and/or hardware. Resolve workstation problems with respect to their interaction locally and their participation on the NJM network. For hardware problems, initiate troubleshooting steps to resolve. If outside service is required, determine responsible vendor and take appropriate action. Provide support and advice to end-users in relation to PC software and hardware.
• Continuous Improvement efforts through Documenting Events & Procedures - Procedures for recurring activities need to be documented completely using existing templates and screen shots to create standard forms which are easily understood by co-workers. Work Orders, RFC's, Incident and Problem tickets need to be completely documented so that Management and co-workers gain a complete picture of what transpired by reading the tickets. Descriptions of problems and resolutions to the problems are completely documented so the knowledge can be reused by co-workers. Status information is recorded promptly on Work Orders and Assigned tickets so that accurate, complete status is always available by reading the assigned Ticket. Status indicators, all dates and other fields (e.g. impact, priority) on tickets are accurately and completely valued.
  
  

Required Skills & Experience

• 5-10 years desktop support in an enterprise environment
• Hands-on experience with Microsoft Windows support
• General knowledge and experience with Microsoft SCCM
• Experience with Ivanti, Adobe, iOS, and other 3rd party migration and personalization tools
• Hands-on experience with Microsoft Office products.
• General knowledge of active directory and group policy
• Experience with Dell Optiplex desktop line
• Experience with IBM/Lenovo hardware line
  
  

Legal Disclaimer: NJM is proud to be an equal opportunity employer. We are committed to attracting, retaining and promoting a diverse and inclusive workforce that is fully representative of the diversity that exists in the communities in which we do business.