Desktop Support Specialist

Responsibilities

• This position supports the deployment, upgrade of end-user hardware, and provides timely and effective issue resolution and request fulfillment

• Responds to and resolves incidents and requests for assistance with end-user systems while providing a superior customer support experience

• Performs hardware installations, repairs, maintenance, software installations and upgrades

• Recommends process changes that improve the implementation, maintenance, and support of end-user equipment and software

• Maintains documentation for each incident or request, and escalates complex problems to the next level of support

• Takes responsibility for follow-up services or problem escalation

• Coordinates vendor repair services for onsite and offsite work

• Diagnoses errors or technical problems, and determines and implements proper solutions

• Provides end-user training as required

• Effectively works with customers, service desk and technical services personnel

• Builds positive relationships with customers

• Demonstrates a customer orientation

• Manages and prioritizes workload

Qualifications

• Associates Degree in information technology or directly related field and two years of related technology support experience

• An equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above, unless otherwise subject to any other requirements set forth in law or regulation

• Proficient in Microsoft Windows and Office applications

• Creative problem-solving ability

• ITIL Framework

• Strong organizational skills and very detail oriented

• Innovative and results orientated

• Works well and collaborates with others

• Ability to diagnose issues with complex systems and quickly provide guidance

• Windows 10 - Required - 2 Years

• Software installation - Required - 3 Years

• Active Directory management - Required - 2 Years

Job Type: Full-time

Pay: From $25.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Experience level:

• 2 years

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Ability to Relocate:

• Raleigh, NC 27607: Relocate before starting work (Required)

Work Location: Hybrid remote in Raleigh, NC 27607