Desktop Support Specialist
Desktop Support Specialist
The Desktop Support Specialist provides on-site client computing services and support to the DoD Marrow Donor Program community. Position works within a team structure designed to meet the specific needs of the user community and provides a range of technical services including basic troubleshooting for client computing, software support, enterprise desktop management, networking, telecommunications, and video services. Reporting to the Technology Support Team Manager the duties for the Desktop Support Specialist include but are not limited to:
- Builds and cultivates a good working relationship and communication with the user community served.
- Responds, diagnoses, resolves, and reports user reported technology problems involving computer (hardware and peripherals, O/S configuration, standard client software applications, server access/rights and network connectivity), voice (telecommunications), and video (digital and analogue).
- As appropriate, provides support for specialized end-user software, operating systems and connectivity needs.
- Manages user access to enterprise applications and services, file shares, personnel drives, and networked printers.
- Coordinates with appropriate members of Network Computing Services and other Information service providers to resolve routine and semi-complex network, core business application, and server-based problems.
- Coordinates hardware warranty support.
- Consults with vendors and manufactures as needed to resolve semi-complex problems.
Equipment and Services
- Delivers, installs, and updates new and existing desktop resources and services, including voice and data connections, phone sets, video connections, computer workstations, software, local area network accounts, and peripherals (such as printer, scanners, and modems; and ensures that services delivered are done so in compliance with University standards and policies.
- As needed, recommends customized solutions to the Information Systems team.
- Provides support to the team leader in planning and executing projects such as replacement cycles, software upgrades, multi-staff moves, and other service requests beyond the normal daily routine.
Documentation and Communication
- Documents, tracks, and reports work through updating the ticketing and work management systems, reports, and databases; provides clear and timely information on steps taken to resolve problems and services delivered; and clearly documents any specialized needs, skill sets or services provided to user communities with special needs.
- Communicates support issues to Team Leader, in routine group meetings and other avenues as appropriate.
- Coordinates with multiple departments within the organization to manage end-user education and special needs issues.
- Stay abreast of current and emerging technologies and service through professional organizations, training, industry publications and communication with peers.
- As needed, develops special skill sets dependent on community served.
- Shares information with other team members and works collaboratively toward building a strong team structure.
- Bachelor's degree
- 1 to 2 years of experience in an IT Help Desk and desktop support environment with some internet/telecommunications experience and audio-visual experience preferred
- Working knowledge of Microsoft Windows (7 - current), of iOS and Android mobile operating systems and devices, PC Hardware, imaging technologies and virtual machines, Networking technologies to support desktop computing, Microsoft Active Directory, client applications including email and MS Office Suite and basic understanding of telecommunications and connectivity options
- Willingness and availability to work outside normal University business hours
- Strong problem solving and diagnostic skills
- Strong communication and interpersonal skills
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