Desktop Support Specialist

QUALIFICATIONS:

• With 8 years of experience
• Technical support expertise on MacOS, Chrome OS, along with Google Suite including Google Admin and ideally in support of 2FA methodologies.
• Knowledge of Jira Service Desk, or similar ticketing system.
• Basic knowledge of standard IT Infrastructure Configurations
• Administration experience with Google for Business, Atlassian, Okta, Jamf, Slack.
• Demonstrable troubleshooting methodologies and root cause analysis.
• Excellent communication and time management skills.
• Understanding of ITIL Principles
• Experience working with service vendors.
• Strong Customer Service Skills.
• Understanding of agile principles.
• Scripting and automation experience.
• Experience working in a Remote First
• Willing to work onsite
• 3 months project-based employment with possible extension depending on the performance
• Willing to work in shifting schedule

DUTIES:

• Desktop Support professionally provides technical support to customers by answering questions, troubleshooting problems, maintaining server and workstation performance, and entering and closing tickets efficiently. Primary Responsibilities:
• Respond to and monitor incidents and service requests within the ticketing system.
• Maintain accurate status of all tickets assigned in the system and provide appropriate follow-up to end-users
• Provide configuration and troubleshooting support for all systems.
• Perform hardware upgrades, hardware disposal, loaner program, asset inventory, software inventory, remote imaging, new hire setup, termination, relocation, remote and automated updates, and remote support.
• Handle problem recognition, research, isolation, resolution and follow-up for difficult user problems, referring more complex problems to next level of technical staff.
• Troubleshoot issues as 1st 2nd level support for desktop and enterprise applications, local/networking printing, e-mail, connectivity, remote access, and hardware issues.
• Perform server and desktop computer updates to safeguard from malicious viruses and malware
• Manage customer issues and requests by creating, tracking and documenting technical solutions.
• Maintain IT asset and contract tracking system
• Manage deliverables associated with a project by prioritizing, tracking, and completing assigned tasks.
• Build\deploy new workstations (desktops laptops).
• Install\upgrade hardware\software on Windows workstations.
• Troubleshoot assigned tickets to determine if the issue can be resolved or the appropriate group for escalation.
• Maintain positive relations through effective customer follow-up. Qualifications:
• Technical Degree or related work experience. •Experience working in a service desk or IT customer service environment.
• Technical support experience.
• Basic network (wired and WIFI) maintenance including hardware

Salary:50K-6OK