Desktop Support Specialist

Apr 28, 2017
Institution Type
Four-Year Institution
About The Unit: Under general supervision, the Desktop Support Specialist provides advanced technical support to high touch end-users for PC, laptop, mobile device applications, and hardware. May interact and collaborate with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems such as the installation of network hardware, communications wiring, wireless telecommunications facilities, communications software, and other network components. Performs analyses and assists in a variety of IT support activities including, but not limited to: providing support to end users in problem resolution; providing technical assistance in setup, installation, and configuration of end-user hardware and software in compliance with internal controls, policies, and standards. Performs upgrades to hardware and software. Recommends systems modifications to reduce user problems. Researches and analyzes end-user products and systems available in the marketplace and makes recommendations to management.

Unit Job Summary: 45% Customer Service Relations: Ensures service level objectives are consistently met for supported clients. Analyzes the current computing environment and proactively make recommendations to improve the environment. Escalates high profile incidents or problems to Assistant Director, Desktop Services. Follows processes to install and configure appropriate hardware and software on desktops, laptops and printers to consistently deliver successful incident solutions. Works with other areas of IT Services to enhance the efficiency of desktop computing and supporting infrastructure for supported clients. Identifies new internal information that should be shared more broadly to and continue to identify good working practices and sources of useful knowledge. 30% High touch end-user technology support: Manages customer relationship with Supported Clients. Fosters collaboration within the Desktop Services Team to determine optimal configurations, discussion efficient applications, sharing support techniques, and ensuring that staff keeps abreast of new technologies. Works with Leasing, Tech Support, and Service Team to discover common challenges in the desktop configurations and shares ideas to provide solutions. Works with Voice Services to keep abreast of latest mobile device technologies and provide solutions. Tracks individual performance using standard support metrics. Manages day-to-day operations and projects for supported clients. 15% Assist with other onsite technology needs: Assist with network related requests and issues for remote office locations. Coordinate video conferencing meeting needs. Assist with other technology needs in the other infrastructure environments. 5% Vendor Management: Participates in discussions with Desktop Services and other IT teams where vendor support is required. Manages vendor relationships and serve as a contact for vendor representatives of hardware, software and operating systems. Maintains industry standards and stay abreast of new software, solutions, releases, product enhancements. 5% Other duties as assigned or required.

Unit Education: Bachelor's degree or higher in a related technical area or equivalent technical training/experience required. Bachelor's degree in Computer Science preferred. Technical certification in hardware or Windows Operating systems or networking such as N+, MCP (2K, XP, Server) preferred.

Unit Experience: A minimum of two years of user support experience, troubleshooting hardware and software problems required. Experience with various computer related technologies required.

Unit Job Function Competencies: Expert knowledge of hardware and software installation and troubleshooting in a desktop computing environment required. Knowledge of network connectivity and ability to troubleshoot connectivity problems required. Understanding of PC/Mac software, operating systems and applications, networks, and hardware required. Understanding of Microsoft Office Suite, email clients, and browsers required. Excellent decision making and problem solving skills required. Effective time management skills required. Excellent organizational skills with emphasis on detail and follow-through required. Excellent listening skills with the ability to empathize and focus on client service required. skills with the ability to empathize and focus on client service required. Ability to communicate technical information to a non-technical audience in a clear and coherent manner required. Ability to maintain strictest confidentiality when working with sensitive information required. Ability to demonstrate initiative in the resolution of problems required.

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