Desktop Support Specialist

Position Summary :

The Desktop Support Specialist role is to provide a single point of contact for staff and student users to receive support and maintenance within the organizations desktop computing and staff / student portal environments, in addition to helping maintain the networking infrastructure.

Responsibilities :

• Assist Corporate IT with future educational computing strategies and capacity planning for meeting future desktop hardware / software needs.
• Conduct research on hardware / software products in support of PC procurement and development efforts. Evaluate and recommend products for purchase as needed.
• Perform analysis, diagnosis, and resolution of varying complexity desktop problems for staff and student users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.
• Install, configure, test, maintain, monitor, and troubleshoot staff and student user workstations and related hardware and software in order to deliver required desktop service levels.
• Maintain high level effectiveness and uptime for Student Labs Computer labs and overall Staff / Computer support maintenance.
• Perform regular maintenance and troubleshooting of campus switches, servers, and firewalls as directed by Corporate IT.
• Collaborate with Corporate IT to ensure efficient operation of the companys desktop computing environment.
• Receive and respond to IT Support Requests, Student Portal Support Requests, e-mails, and phone calls regarding hardware / software issues.
• Perform moves, adds, and changes (MAC) requests as they are submitted and approved
• Ensure that physical desktop connections (Ethernet, VoIP, and other Peripherals) are in proper working order.
• Assess, test and install new educational software requests by staff and faculty ensuring no operational compatibility issues
• Assist in preparing, maintaining, and upholding procedures for reporting, and statistically monitoring desktop operations.
• Develop and maintain an inventory of all desktop workstations, monitors, network infrastructure hardware, printers, and other components and peripherals.
• Accurately document instances of desktop equipment, software or component failure, repair, installation, and removal in the IT Support Request system
• Facilitate and monitor third party repair for covered, and under warranty

EDUCATIONAL / SKILLS REQUIREMENTS