Desktop Support Specialist

Responsibilities:

Lead the maintenance of operating systems for the desktop environment.
Oversee configuration management of base images and test updates as available.
Collaborate with the deployment team to deploy updates and changes to the base image.
Implement and manage solutions for desktop and mobile platforms.
Test all new hardware for compatibility and security within the environment.
Provide high-level troubleshooting of common applications and their interactions with underlying operating systems.
Analyze and remediate issues with operating system update deployment.
Successfully lead vendor escalations to resolve critical issues, ensuring minimal disruption to business operations and maintaining strong vendor relationships.
Test remediation solutions and handoff to the deployment team.
Identify and implement automation opportunities.
Create and maintain documentation for new procedures and manual steps to complete tasks for soft handoffs and cross-training of support personnel and implementation teams.
Mentor and guide junior engineers.
Ability and means to travel: occasional night and weekend work and overnight travel (up to 10%).

Qualifications:

In-depth knowledge of processors, memory, and other computer components and accessories.
Strong customer service skills, including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
Ability to multi-task and address multiple and often conflicting priorities in a fast-paced environment.
Demonstrated proactive approach to problem resolution, strong troubleshooting, and problem-solving skills.
Proficient in scripting languages such as PowerShell, Python, and Bash for automation and task management.
Experience with virtualization technologies, including VMware and Hyper-V.
Strong understanding of network protocols and services such as TCP/IP, DNS, DHCP, and VPN.
Familiarity with cloud platforms like AWS, Azure, and Google Cloud for infrastructure management and deployment.
Experience with implementing and supporting virtual desktops / VDI.
In-depth knowledge of Intune and its advantages in managing the end user environment.
Expertise in endpoint security solutions, including antivirus, encryption, and threat detection systems.
Knowledge of industry-standard IT best practices, including disaster recovery and high availability concepts, is a plus.
Understanding compliance functions within a financial organization is a plus.
Strong logical and reasoning skills to identify complex problems, review related information, develop options, and implement solutions