Desktop Support Specialist

POSTING DEADLINE

This position is posted until filled.

Department: BTS Client Services

Desktop Support Specialist

Salary Grade: G09
Minimum Midpoint Maximum
$53,540- $70,940- $88,340

The following statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

This position is covered by NERC CIP cyber security standards. Prior to being hired, the candidate must successfully pass a Personnel Risk Assessment, which includes identity verification and a criminal background check. Prior to being granted unescorted access to cyber secure areas, the candidate must attend cyber security training.

The position of Desktop Support Specialist for end user computing that performs troubleshooting, repair, and preventative maintenance of end user computing equipment and peripheral equipment at corporate locations. The Specialist works on assignments of a diverse scope where analysis of data and hardware requires evaluation of identifiable factors. This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain Business Technology Services (BTS) expectations.

Work is performed under the general supervision of the Supervisor/Manager of the Service Desk and performance is based upon completion of assignments and defined Service Level Agreements (SLA). The Desktop Support Specialist acts as a liaison between customers and departments within the organization to lead to problem resolution.

• Provide onsite and remote support to all users within the company for incidents and requests on company owned equipment including PCs and mobile devices.
• Perform reactive and preventative troubleshooting to effectively identify potential incidents or problems.
• Utilize the ticketing system and knowledge base to document and share fixes, workarounds, and resolutions for issues and requests as they occur.
• Install, upgrade and repair EUC equipment (desktops, laptops, monitors, and associated peripherals)
• Provide VIP support for our VIP end users with a professional and courteous manner.
• Provide regular, accurate, and timely feedback regarding customer requirements which shall include supervising assignments and maintaining timely communication with sales, operations, and branch office personnel.
• Builds rapport and elicit problem details from customers.
• Prioritizes and schedules problem trouble shooting with end users. Escalates problem (when required) to the appropriately experienced BTS staff.
• Accesses software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
• Installs anti-virus software and ensure virus definitions are up to date.
• Provides end user support for standardized software installation and use, including training, troubleshooting, and problem resolution.
• Participates in IT projects as assigned other duties as assigned.
• May be required to work a flexible schedule, including nights, weekends, and holidays.
• Responds to emergency or On-Call situations in a timely manner and required to be On-Call on a rotation basis.

• Knowledge of basic computer hardware.
• Experience with desktop operating systems.
• Various application support experience.
• Working knowledge of a range of diagnostic utilities.
• Familiarity with the fundamental principles of ITIL and/or HDI.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.

• Associate degree in computer science or IT with one to three years of experience, or equivalent combination of education and experience related to the discipline.
• Experience in installing, configuring, and troubleshooting desktop software and hardware.
• Experience overseeing end user computing projects.

ITIL or Microsoft Modern Desktop Administrator Associate (MDAA) preferred

• Virtualization
• Patch management
• IT Lifecycle Management

Logic and analysis that enables inferences or conclusions from relevant information and assumptions.

Information, data gathering, and observation methods that enable evaluation of solution options.

Discovery and creativity skills to identify or generate decision alternatives.

Self-discipline and leadership skills that inspire and motivate commitment and action for a chosen solution.

Office environment.

Ability to work Holidays, Nights, and Weekends as required.

While performing the duties of this job, the employee is frequently required to stand, sit, and/or walk up to 2/3 of the time. The employee must occasionally lift and/or move up to 50…