Desktop Support Southeast Florida

Job DescriptionThe Desktop Support Specialist is a hands-on technical role, responsible for working with a team supporting, implementing and maintaining the organization’s IT infrastructure and applications.Essential Functions of the JobResponsibilities

• Serve as the first point of contact for users/customers seeking technical assistance through the help desk system, address user tickets regarding hardware, software, peripherals and networking

• Perform remote troubleshooting through diagnostic techniques and pertinent questions

• Direct unresolved issues to the next level of support personnel

• Follow up with clients to ensure their systems are functional

• Help create technical documentation and manuals

• IT infrastructure installation, maintenance and support of hardware including managing all Desktop Support activities, email support, and administration of Telecom systems.

• Implement and support users according to regulatory compliance, policies and procedures.

• Respond to alerts from various monitoring applications providing a layered network security

• Support peers on other projects and tasks while balancing regular duties

• Record and respond to technical incidents and requests using the Service Desk ticketing system while adhering to performance goals

• Implement and support existing and new applications and technologies entering the infrastructure

• Provide prompt and courteous customer support to end users and troubleshooting activities (e.g., unlocking accounts, Service Desk ticket and queue monitoring, direct person-to-person troubleshooting, etc…)

• Support third party vendor applications - installation, user setup and user support.

• Contribute to the development and implementation of hardware and software standards for workstations, wireless technology, file & print services, etc.

• Contribute to the development and implementation of ‘best-practice’ standards as well as departmental policies and procedures.

• Help determine, recommend and implement hardware and software upgrades for business applications, desktop, laptop, etc.

• Additional duties may be assigned such as planning, equipment staging, etc. as change occurs

• Proven work experience as a Desktop Support Engineer, Technical Support Engineer or similar role

• Hands-on experience with Windows/Mac OS environments

• Working knowledge of office automation products and computer peripherals, like printers and scanners

• Knowledge of network security practices and anti-virus programs

• Demonstrated knowledge of Active Directory/AD Manager and O365 Admin Center required.

• Ability to perform remote troubleshooting and provide clear instructions

• Excellent problem-solving and multitasking skills

• Customer-oriented attitude

• Prior experience using the below preferred:
• Service Now Ticketing System
• Manage Endpoint Central - Remote system, Computer patching,
• PC Imaging
• Knowledge base Documentation
• Computer Inventory
• Desktop Imaging and Deployment Skills, Basic PC Troubleshooting
• Microsoft Intune
• Phone systems - Ring Central and FSN
• Misc application management and support

QualificationsEducationMin/PreferredEducation LevelDescriptionMinimum2 Year / Associate DegreeAssociates in Computer Science, relevant field, completion of appropriate technical course or equivalent work experienceYears Of ExperienceMinimum Years of ExperienceMaximum Years of ExperienceComments353-5 years of related work experience in desktop support