L2 Desktop Support Specialist

Job Description

JOB DUTIES

• Provides complex technical support, planning, and coordination for End User touch points of the distributed computer environment, including desktop, software, and hardware installation, support and distribution, and remote access technologies.
• Performs analysis, diagnosis, installation, and resolution of complex desktop computer, operating system, application software and hardware technologies, and associated problems.
• Performs analysis, diagnosis, installation, and resolution of remote access technologies and associated problems.
• Performs analysis, diagnosis, coordination, and planning of horizontal network cable management processes including installation, moves, adds, changes, and repairs.
• Provides complex technical input to the Desktop Services team and assumes a supporting role in selecting and utilizing appropriate tools and techniques for timely service delivery.
• Works independently with little to no direct supervision in analysis, design, and implementation of desktop solutions to fulfill business unit requirements.
• Responsible for the analysis, design, and implementation of desktop technology life cycle management processes including technology procurement, refresh, and disposition.
• Coordinates schedules and technical work order instructions to contracted labor for installations, moves, adds, and changes within the desktop computing environment.
• Demonstrates creativity and initiative in problem solving.
• Technical documentation of hardware/software additions or changes.
• Updates inventory additions and changes to the inventory database.
• Updates and closes trouble tickets and service requests.
• Ability to travel occasionally
• Data Center Operations
• Hands and Eye Support FOTS (Feet on the Street)
• Potential to be called into the office for high priority work

SKILLS NEEDED

• 2 years of progressive experience in the desktop environment.
• Advanced knowledge and understanding of Windows desktop operating systems and intermediate knowledge and understanding of APPLE MAC systems.
• Advanced ability to perform complex troubleshooting / analysis of PC hardware, operating systems, and office automation software, with expert level knowledge in at least one area of specialization.
• Intermediate knowledge of the Windows Server Operating System and the ability to perform domain related administrative tasks.
• Ability to perform troubleshooting and analysis of PC hardware, PC operating systems (Windows 2007, Windows 10) and office automation software, with expert level knowledge in at least one area of specialization.
• Intermediate ability to perform complex troubleshooting and analysis of network system devices and PC network hardware and client software.
• Audio Video setup and troubleshooting skills, Intermediate knowledge of MS TEAMS, Zoom integration, configuration.
• Ability to perform troubleshooting and analysis of Microsoft Office Suite of products including versions 2007, 2010, Office 365.
• Intermediate knowledge and understanding of LAN environments
• Intermediate knowledge of communication protocols
• Intermediate knowledge of PC-to-Mainframe access.
• Intermediate knowledge of LAN based e-mail systems (e.g., Outlook, MS Exchange)
• Creativity and advanced problem-solving skills that lead to effective solutions to complex and varied problems.
• A demonstrated ability to encourage and model positive cross-team partnerships.
• Intermediate ability to perform complex troubleshooting and analysis of network system devices and PC network hardware and client software.
• Knowledge of printer Maintenance.

PREFERRED QUALIFICATIONS

• College degree in Business or Computer Science
• Microsoft Certified Systems Engineer (MCSE)