Desktop Support Specialist

Provides resolution to problems that can be solved over the phone, and when necessary, refers more complex problems to a qualified support technician.

Provides first level support to end users for PC hardware and Network (Windows7 / Windows XP environments) and Mainframe (UNIX / IBM) environments.

Conducts problem determination for the Technology areas, including Voice, WAN, LAN, PC, Laptop, Printer, Password Resets, Dot Matrix printers, etc.

May interact with internal and external support teams and third party vendors to identify and correct core problems.

Simulates or recreates user problems to resolve operating difficulties.

Maintains daily awareness of outages and issues system wide.

Escalates incidents to escalation teams to ensure customer resolution.

Provides timely communication (oral or written) to the Level 2 support or other management personnel, as needed.

Promptly consults Level 2 support or other management personnel regarding quality issues to determine acceptability or course of action.

Works overtime as necessary and when approved.

Maintains confidentiality regarding employee, company, and customer information.

Demonstrates commitment to and compliance with all company and departmental policies, procedures and practices.

Shift work required / 24x7 IT coverage environment.

Responsibilities

• Provides resolution to problems that can be solved over the phone, and when necessary, refers more complex problems to a qualified support technician.
• Provides first level support to end users for PC hardware and Network (Windows7 / Windows XP environments) and Mainframe (UNIX / IBM) environments.
• Conducts problem determination for the Technology areas, including Voice, WAN, LAN, PC, Laptop, Printer, Password Resets, Dot Matrix printers, etc.
• May interact with internal and external support teams and third party vendors to identify and correct core problems.
• Simulates or recreates user problems to resolve operating difficulties.
• Maintains daily awareness of outages and issues system wide.
• Escalates incidents to escalation teams to ensure customer resolution.
• Provides timely communication (oral or written) to the Level 2 support or other management personnel, as needed.
• Promptly consults Level 2 support or other management personnel regarding quality issues to determine acceptability or course of action.
• Works overtime as necessary and when approved.
• Maintains confidentiality regarding employee, company, and customer information.
• Demonstrates commitment to and compliance with all company and departmental policies, procedures and practices.
• Shift work required / 24x7 IT coverage environment.

Requirements

Preferred Qualifications

Skills

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