Desktop Support Specialist, Level 1

Job Description

Summary Of Position

The Desktop Support Specialist, Level 1 will serve as the primary point of contact for IT issues, providing initial troubleshooting for hardware, software, and networking problems, while providing a high level of customer service to end users.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Install, configure, and maintain workstations and peripherals, document all incidents in a ticketing system, and escalate complex issues when necessary.
• N-Able management to include review of each workstation confirming installation of patches, reboots, failed login’s, Webroot update, verifying Tasks scheduled and executed, escalate trouble patches.
• Lansweeper review to ensure patches and updates are installed and maintained (Shurtape tool). Work with Cyber Security Analyst on any issues related to this software.
• Manage Multi-Factor Authentication for all existing Pro Tapes and Shurtape requirements.
• HQMS Asset Manage with equipment check in / check out. Tagging of equipment.
• Maintain Toshiba User IDs for printer contract. Maintain copier / printer inventory and ensure used toners are recycled.
• Light path VOIP Phone asset maintenance / support to include new employees, forwarding, maintain internal phone & ext. lists, holiday announcements.
• Know B4 Software management to include assisting employees with training videos, adding / removing new users and reallocation of managers.
• Unified and Extreme access point asset management in HQMS (WIFI and scanner access points).
• Signature line maintenance, update, links, logos new and existing employees.
• Maintain (add, modify, deactivate) all users / employee listings in various software packages.
  

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Job Requirements

• General 0–2 years of experience in technical support or helpdesk roles.
• Familiarity with Windows operating systems, MS Office 365 Suite, active directory, and basic networking skills (LAN/VPN/Cloud environment).
• Excellent written and verbal communication skills for interacting with end users and possible vendors.
• Must be detailed oriented to troubleshoot and diagnose problems. Must be willing to learn and develop new skills.
• Strong dedication to solving user problems and improving user experience. Must be a Team player and be willing to work after hours for support if needed.
• High school diploma required; Associate degree or IT certifications (e.g., CompTIA A+) are highly preferred.

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