Job ID Number
R5087
Employment Type
Full time
Worksite Flexibility
Onsite
Job Summary
As the Desktop Support Specialist II, you will be responsible for providing level 2 , audio visual (AV), printer, PC, and process improvement support.
Job Description
We are looking for a Desktop Support Specialist II for a salaried, long-term opportunity that is fully onsite in Coopersburg, PA. As the Senior Desktop Support Specialist, you will be responsible for onsite management of conference room and printer support. You will work with client to provide proactive support for AV meetings, as well as regular daily support of conference room issues and printer issues. You will analyze call data and work with the team lead and client to continually improve processes. You will receive and resolve tickets escalated from the Level 1 Helpdesk and perform other IT related support activities as needed.
What You'll Do
Help Desk Level 2 Support - Onsite
Take call escalations from PC Help Desk Level 1
More advanced troubleshooting skills for issues being seen
Follow processes as required/defined
Manage Loaner Equipment (laptops, iPhones, iPads)
Identify Knowledge that needs to be created for Level 1 and 2 to follow
Update existing knowledge as needed
Audio Visual (AV) Support - Onsite
Provide proactive support for AV meetings held by Lutron (Executive MS Skype, MS Teams, GoToMeeting, & company-wide updates)
Reactive support for Conference room issues requiring immediate attention
Schedule time with all major conference rooms for walkthroughs
Review and test room equipment for issues
Printer Support - Onsite
Reactive support for printers and printer corrals requiring immediate attention
Call printer servicing company for printers that are to be fixed
Daily Printer corral walkthroughs (Look for printers in error and ensure supplies are stocked)
Assist in management of auto-toner replenishment program
Assist in deployment of printers (Pro-active replacements of older printers)
Maintain printer assets in asset management
Follow processes as required/defined
PC Technician
Follow processes as required/defined
Deploy hardware and software for new employees and contractors
Retrieve equipment for departed employees and contractors
Update computers in asset management
Knowledge of Windows OS and MS Office Software
Knowledge of macOS
Leverage Ticketing system to fulfill requests and fix break/fix issues from users not solvable by PCHD 1 and PCHD 2
Escalate to Client admins as needed
Assist with walkups based on urgency, loaner requires, recycling processes for old equipment, and storage room maintenance
Process Improvement and Shift Left
Identify and implement process improvements within CAI on-site team
Shift work from Client team to CAI team
Shift work from Client and CAI on-site team to off-site CAI Level I Help Desk
What You'll Need
Required:
Minimum two years IT-related experience with some AV-related experience.
Awareness of ITIL Service concepts and practices.
Experience with a Service Desk Ticket System
Experience with PCs, laptops, tablets, phones and printers.
Preferred:
Physical Demands
Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards
Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.
Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor
Reasonable Accommodation Statement
If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to or 824 - 8111.
Equal Employment Opportunity Policy Statement
CAI is committed to equal employment opportunity. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability, or veteran status. All employment decisions are based on valid job requirements, including hiring, promotion, and compensation. Harassment and retaliation are prohibited.