Desktop Support Specialist

Job Description

Customer Desktop Support candidate needed uses technical expertise and understanding of business needs to evaluate assigned IT incident and problem service desk tickets to appropriately prioritize and evaluate business impact. Proactively promotes positive customer relationships and mentors others to ensure client satisfaction and organizational success.

Takes ownership of customer problems and works with a sense of urgency to resolve incidents and problems. Communicates status of progress to the customer. Provides updates on work progress to Customer Support Specialists and the Service Desk using call tracking system. Has significant technical knowledge and serves as a resource for other technicians to help solve complex problems. Skilled in different types of computer hardware, software, peripherals and components, networking protocols and communications.

Installs and images new computers and loads appropriate software for customers. Deploys new business applications as needed. Installs local and network printers and other peripherals and configuration of same. Responsible for user data and migration of profiles as computers are replaced. Stays abreast of current technology in a changing environment. Identifies emerging trends and issues, researches and makes suggestions for technical solutions to solve current and future problems.

Uses extensive knowledge to develop and/or implement information technology solutions to enhance organizational success. Works with Data Center Operations with user file server data storage, network reservations, data restores, various account creations and modifications (AD, email, NCID, CITRIX, etc.). Works with application development teams to identify application issues at the customer level and provide technical detail in order for development teams to accurately identify problems within applications.

Works with network infrastructure teams to identify network issues at the customer level and provide significant technical detail to assist in network hardware resolutions.

Ability to lead projects that require directing the work of others and with some latitude on actions or decisions. Leads team efforts and assesses and integrates the skills and strengths of individuals for project and organizational success. Provides status on project work to management.

It is the responsibility of all Technical Services Staff to be aware of DOT and ITS security policies, as well as the security issues directly affecting the systems and technology for which this position is directly involved. This position is responsible for implementing requirements of the IT Security Office and protecting data from unauthorized access, alteration, destruction, or usage in a manner inconsistent with covered IT Security Policies and standards.

• Skilled in different types of computer hardware, software, peripherals and components, networking protocols and communications.
• Installing and imaging new computers and loading appropriate software for customers.
• Installing local and network printers and other peripherals and configuration of same.
• Migrating Data and user profiles.
• Documenting process and procedures related to technical field support activities.

All your information will be kept confidential according to EEO guidelines.

• Source: A recruiter sources candidates from various sources; the search starts from our proprietary database.
• Validate: A recruiter validates the candidates’ experience and skill sets against our client’s position.
• Initial Screening:
  Based on the position and the client’s work culture, the recruiter uses initial screening questions to determine the most suitable candidates.
• Submit: the recruiter will submit to the technical team qualified candidates who have passed the initial screening.
• Technical Screening:
  The technical team then prepares a matrix of the particular requirements and required experience for the position and using a list of questions and the results, re-validates the candidates’ technical skills.
• Background Check:
  Administrative personnel will provide a detailed background check, as required, per client agreement.
• On board:
  On successfully completing the above steps, the candidates are welcomed on board and assisted to ensure a smooth integration at the client’s location.