Job Summary

We are seeking a customer-focused and technically skilled IT Support Specialist / Desktop Support Engineer to provide world-class end-user support in a dynamic enterprise environment. The role is responsible for delivering hands-on technical support for desktop and laptop hardware, operating systems, enterprise applications, mobile devices, and peripherals, while ensuring minimal disruption to business operations.

Key Responsibilities

 Provide direct Face-to-Face world class end user support experience with an emphasis on quality resolutions · Help improve end user’s productivity by completing triage, offering advice, teaching and developing solutions to common challenges with office products and capabilities · Provide hardware break/fix support and warranty support for current desktop, laptop, tablets and workstation devices · Provide operating system and application support to diagnose and resolve unique, non-recurring problems · Reimage systems as required · Identifies potential escalations and proactively alerts management as needed. · Partners, as required, with other IT teams as appropriate to ensure problem resolution is obtained and, if necessary, root cause is identified · Recommend and/or performs upgrades on systems · Work with procurement staff to purchase hardware and software · Complete installation and testing of computers and peripherals within established standards and guidelines · Provide basic support for mobile devices and printers · Provide primary support to executive users · Provide equipment move services · Ensures configuration and inventory management database entries are complete and accurate · Provides time / resource estimates for assigned tasks including time tracking activities · Local travel as needed · Perform other duties as assigned

Skill Requirements

Must possess a professional demeanor and strong customer service/consulting/training skills · Experience troubleshooting/repairing desktop and laptop hardware in the field or in a related area · Basic understanding of networks, Intel servers and telecoms · Strong Break / Fix skills Desktops, Workstations, Notebooks, and Dell tablets · Strong Microsoft Office skills (Outlook, Excel, Word, and PowerPoint) · Strong Microsoft operating system troubleshooting skills · Strong macOS operating system (Big Sur & above) troubleshooting skills · Strong problem solving and critical thinking skills · Strong written and verbal communication skills · Must be self-motivated and the ability to work independently with minimal supervision · Must have excellent time management skills · Must be detail and process oriented · Ability to walk long distances across large facilities · Must be able to pass a background security check

Other Requirements