Sr. Desktop Support Specialist

The ProSource Group, Inc. is an Information Technology Services Company. We are looking to hire a Senior Desktop Support Specialist. This is a full-time position with benefits. This position will support a client of ours in Princeton, NJ. A description of the position is listed below.

Position Summary:

The person who fills this position will be responsible for providing support for all client computers, applications, and mobile devices located throughout the enterprise, including the home office, off-site facilities, and mobile workforce. You will be responsible for resolving most client device-related hardware and software issues, seeking assistance when necessary. You will act as the primary administrator of any remote management tools. You will also participate in technology projects from an infrastructure perspective.

Primary Responsibilities:

• Your primary responsibility is to provide level-3 desktop support to our client’s employees. You will be responsible for answering hardware, software, and mobile device questions, concerns, or issues by providing one-on-one resolution to the client’s satisfaction.
• You will respond to Level 3 IT support calls, service requests, incident tickets, and e-mails.
• Administers remote management and Mobile Device Management (MDM) tools.
• Develops, fully tests, manages, and deploys computer images, including all software and OS installs and configurations included in the image.
• Acts as an escalation point for outsourced help desk service providers.
• Documents all support efforts in the ITSM system as per procedures.
• Installs, tests, and configures workstations/laptops, software, phones, and peripheral equipment.
• Troubleshoots hardware and software problems on customer computers and peripherals, and gathers appropriate data to escalate to higher-level technicians or vendors when needed.
• Maintains inventory of all equipment, software, and software licenses.
• In Active Directory, you will assign and remove users and computers and reset passwords as needed.
• Ensures backup, recovery, and data restoration from workstations/laptops for clients during upgrades or problem diagnosis.
• Orders IT supplies, including software, hardware, peripheral devices, mobile devices, etc., as per procedures.
• Supports and assists with projects and company initiatives as needed.
• Other duties as assigned.

Preferred Experience and Skills:

• 10 years of progressive experience providing desktop support in an enterprise environment using Microsoft Active Directory
• Excellent understanding of desktop/laptop technologies, including Windows OS’s, office applications, imaging tools, BIOS updates, anti-virus, and security.
• Good understanding of computer and mobile device management tools (AirWatch, Manage Engine, etc.).
• Good understanding of basic network support, VLANs, VPN, desktop firewalls, wireless, and cabling.
• Good understanding of telephony technology, VOIP, and mobile devices.
• Understanding of ITIL/ITSM processes.
• Vendor management experience and abilities.
• Desktop-related certification: MCITP: Enterprise Desktop Support Technician on Windows 7 or MCITP: Enterprise Desktop Administrator on Windows 7 preferred.
• Network-related certification: CompTIA Network or Cisco CCENT certification.

For immediate consideration, please email an updated copy of your resume to Justin Williams at jwilliams@theprosourcegroup.com. Thank you for your time and consideration.

Justin Williams

Managing Director

The ProSource Group, Inc.

jwilliams@theprosourcegroup.com