Senior Desktop Support Specialist - ITS-Operations

Minimum Qualifications:

Associate's degree or equivalent in a related field and one (1) year of customer service, desktop user support, or related experience.

Preferred Qualifications:

• Experience with Desktop support in a corporate environment, including the support of both software and hardware.
• Relevant experience in a healthcare or academic setting.

Job Summary:

Provides technical support of desktop computers, thin clients, applications, and related technology.

Job Duties:

• Responsible for providing technical support and assistance via telephone and remote tools.
• Use departmental support tools to resolve client computer issues remotely in a timely manner.
• Incident tracking through the ticketing system and adhere to established SLAs.
• Respond to requests and problems, including installing, monitoring, diagnosing, repairing, maintaining, and upgrading all PC hardware, software, and equipment to ensure optimal workstation performance.
• Assist with hardware troubleshooting on desktop computers, laptops, MACs and thin computers via telephone support and remote access tools.
• Interact with application software and operating systems to diagnose and resolve unique non-recurring problems.
• Assist with the installation, configuration, and ongoing usability of desktops, laptops, MACs, peripheral equipment, and software within established standards and guidelines
• Adhere to internal controls and reporting structure.

Knowledge/Skills/Abilities:

Experience supporting Windows 11 OS, Office 365, OneDrive, Mac OS, PC, and Laptop Hardware in an enterprise environment.

Salary Range:

Actual salary commensurate with experience.

Work Schedule:

Monday through Friday, 8 am to 5 pm, and as needed on occasion.