Desktop Support Specialist

Job Summary:

The 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.

This is a hybrid position in Pittsburgh, PA, working 3 days per week in office.

Duties/Responsibilities:

• 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

Required Skills/Abilities:

• Associates in Computer Science, relevant field, completion of appropriate technical course, or equivalent work experience
• 3-5 years of related work experience in Desktop Support
• 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
  • VDI VMware
  • Manage Endpoint Central – Remote system, Computer patching,
  • PC Imaging
  • Knowledge base Documentation
  • Computer Inventory
  • Desktop Imaging and Deployment Skills, Basic PC Troubleshooting
  • Cisco AnyConnect VPN
  • Phone systems – Ring Central and FSN
  • Misc application management and support