What are the responsibilities and job description for the Desktop Support Specialist position at Planet Pharma?
Job Description
JOB SUMMARY:
We are looking for a Desktop Support Specialist to join our team. This role focuses on delivering technical assistance and resolving issues related to computer systems, software, and hardware. Responsibilities include supporting tablets, computers, mobile devices, printers, and other end-user hardware and software, as well as audio/visual equipment. The Specialist will handle client device installation, repairs, and upgrades to ensure optimal performance. Support will be provided both in-person and remotely, ensuring timely and accurate resolutions while following all corporate policies and procedures.
Essential Functions
The Planet Group of Companies is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
JOB SUMMARY:
We are looking for a Desktop Support Specialist to join our team. This role focuses on delivering technical assistance and resolving issues related to computer systems, software, and hardware. Responsibilities include supporting tablets, computers, mobile devices, printers, and other end-user hardware and software, as well as audio/visual equipment. The Specialist will handle client device installation, repairs, and upgrades to ensure optimal performance. Support will be provided both in-person and remotely, ensuring timely and accurate resolutions while following all corporate policies and procedures.
Essential Functions
- Complete Level 1 & 2 Service Desk tickets and serve as the point of contact for escalated issues over Slack, email or in-person
- Utilize ticketing system to document resolutions and prioritize requests while adhering to deadlines and SLAs
- Consistently and successfully perform onsite and remote troubleshooting through diagnostic techniques and pertinent questions
- Determine and execute the best solution for the issue based on available information and details provided by users
- Properly configure and deploy hardware and software
- Complete projects and tasks
- Perform routine maintenance on computer and IT systems
- Provide support for Mac & Windows systems in both Office and Lab environments
- Assist with remote and in-person on-boarding efforts
- Respond to user inquiries promptly and accurately
- Oversees system image management to align with company security guidelines or SOP (standard operating procedure).
- Responsible for the maintenance and creation of software packages & security patches
- Plans and implements system automation as required for better efficiency.
- Identity Access Management (Account creation and deactivation)
- Participate in IT Projects and team efforts.
- 2 years of experience as a Service Desk Specialist.
- Must have strong customer service skills, including ability to listen, interpret and explain IT related issues, and concept in non-technical terms.
- Must have excellent verbal and written communication skills.
- Great understanding of computer systems, mobile devices, and other technology product.
- Ability to diagnose and resolve basic technical issues, as well as, researching new ones.
- Excellent working knowledge of Microsoft Office Suite, Mac & Windows Operating Systems, & PC hardware
- Experience working in an Office 365 environment and Google Workspaces with tools like BOX, Okta, Zoom, OneDrive, SharePoint, iPhone and Android mobile devices and MDM solutions.
- Excellent organizational, communication, time management, problem-solving, and customer-service skills.
- Ability to understand and execute technical manuals, documentation, and guides.
- Team-orientated and available for evening/weekend work when necessary.
- Computer-related qualifications and certifications will be viewed favorably.
- Must be able to lift up to 50 lbs.
- College Degree or Relevant Work Experience preferred
- Minimum Completed High School (Diploma or GED)
The Planet Group of Companies is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Salary : $30 - $40
