Desktop Support Specialist II

This position requires a self-motivated team member to support National University’s laptops, desktop computers, and user applications as well as our faculty and staff. The candidate should possess advanced knowledge of Microsoft Windows 7-10 operating systems, desktop, and laptop computers (both Mac and PC), printers, scanners, and other peripheral devices. In addition, the candidate should have advanced knowledge of antivirus, backup solutions, software deployment, hard drive encryption, installing, diagnosing, repairing, maintaining, and upgrading all PC hardware and equipment to ensure optimal workstation performance. The candidate should have excellent customer service skills and possess the ability to work independently or as a team. The candidate should be comfortable working on important IT support initiatives and delivering positive results., * Provides advanced end-user support for all IT-related issues.

• Documents, tracks, and monitors Desktop Support trouble tickets to ensure a timely resolution.
• Responds to telephone calls, email, and tickets for technical support.
• Analyzes, diagnoses, tests, and resolves complex desktop end-user problems.
• Maintains precise and accurate accounting of IT inventory, licensing, and assets.
• Installs, maintains, and repairs hardware components to ensure optimal performance is achieved.
• Recommends system modifications to reduce incidents and problems.
• Remotely installs software applications.
• Builds and maintains images for desktops.
• Ability to multi-task and prioritize workflow.
• Create and maintain knowledgebase and reference documentation.
• Provides excellent customer service.
• Creates user accounts and maintains end-user security in various systems.
• Assists Infrastructure, Computer Operations, Information Security and Development groups as needed.
• Provides training to end-users on hardware-related items.
• Assists or leads important IT tasks and projects.
• Reasonable and consistent attendance to fulfill the requirements of the position.

Do you have experience in Windows?, Do you have a Associate’s degree?, * Associate degree with focus on Information Technology preferred.

• Minimum of 5 years of experience as a Desktop Support Specialist required.
• Experience in higher education preferred.
• Experience working in a technology-driven enterprise preferred.
• All skills, abilities and education will be considered for minimum qualifications.

Competencies/Technical/Functional Skills:

• Familiarity with ITIL best practices.
• Advanced knowledge of desktop security practices and applications.
• Advanced knowledge of virus protection technologies.
• Advanced knowledge of testing and deploying desktop applications using industry best practices.
• Advanced understanding of current Microsoft Windows operating systems.
• Advanced understanding of current Microsoft Office Suites and Office 365.
• Advanced understanding to conduct problem recognition, research solutions, isolation, and follow-up steps.
• Advanced understanding of supporting end-user connectivity from home networks, hotel, and outside office networks.
• Advanced understanding of Web/Videoconferencing Applications.
• Advanced oral and written communication skills.
• Strong understanding of Multifunction Printers/Copiers and desktop printers.
• Strong understanding of Apple Computers and devices.
• Strong understanding of networking concepts including wireless networking.
• Strong organizational skills.
• Highly motivated and able to work independently or as a member of a team.
• Proficient with Microsoft Word and other applications in the Microsoft Office suite.

National University is committed to maintaining a high-quality workforce representative of the populations we serve. National University employs more than 4,500 faculty and staff and serves over 45,000 students. We are united in our mission to meet the global education demands of the 21st Century and are dedicated to creating a supportive academic and work environment that allows students, faculty and staff to develop their interests and talents while experiencing a sense of community. With programs available both online and at our many campus locations, National University is a leader in creating innovative solutions to education and meeting the needs of our student population, including adult learners and working professionals.

National University (NU) is proud to be an equal opportunity employer and does not discriminate against any employee or applicant per applicable federal, state and local laws. At NU, a mix of highly talented, innovative and creative people come together to make the impact of a lifetime for each of our student learners. All qualified applicants will receive equal consideration for employment, education, and admission at National University.

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