Job Title: Desktop Support Specialist – SBS 3

Overview:

The Desktop Support Specialist will be responsible for the deployment, support and management of end user computing technology including desktops, laptops, printers, phones, VC units, mobile devices and peripherals. The position puts a strong focus on providing a superior customer experience while providing 2^nd level support of the workstation environments.

This position will also participate in on-going technology refresh and asset management initiatives, and may participate in new technology deployment projects as required.

Essential Duties and Responsibilities:

• Provide local 2nd level technical support for all end user computing issues while ensuring all SLAs are met
  • Troubleshoot and resolve local OS and software issues
  • Troubleshoot and resolve network connectivity issues related to workstations
  • Troubleshoot and replace faulty hardware components on workstations
  • Perform basic troubleshooting and service of office printers and VC units
  • Ensure all work is captured and updated in ticketing system
• Develop technical documentation to add to the department knowledgebase to ensure appropriate knowledge transfer and sharing
• Develop customer documentation and deliver training as required to support end-user education
• Participate in IT and business project initiatives as required
• Assist Infrastructure team in maintaining local servers and network equipment

Essential Education and Work Experience:

• Computer related Degree/ Diploma or equivalent work experience
• Minimum 2 years of desktop support experience
• ITIL Foundation certification highly encouraged
• MCDST or MCSA Microsoft certifications highly encouraged
• Experience working in a large to mid-sized corporate environment
• Self-motivated with the ability to work independently and in a fast-paced changing environment

Specialized Knowledge and Skills:

• Superior customer service skills
• Experience with a BMC FootPrints or equivalent ticketing system
• Experience support Office 365 services
• Experience in re-imaging computers, installing software and hardware.
• Strong analytical and troubleshooting skills are required
• Excellent planning, prioritization and organizational skills
• Strong communication skills, both written and verbal
• A professional attitude and good judgment approach to technology

Equipment and Application Experience:
 

• Microsoft Windows 7 (Windows 10 nice to have)
• Microsoft Office 365
• Microsoft product suite (Outlook, Word, Excel, PowerPoint etc.)
• Microsoft Active Directory
• Microsoft Exchange
• Microsoft SCCM
• Kaspersky Admin Console (nice to have)
• Unified Communication Tools (Lync, Skype for Business, WebEx, etc.)
• Video Conferencing Units
• Anti-Virus / Malware tools
• PC hardware troubleshooting / repair skills
• Printer troubleshooting skills
• Mobile/Tablet troubleshooting (iOS and Android)