Job Ref:
10023796
Location:
Adelphi, MD
Category:
IT and Project Management
Type:
Full time
Senior Desktop Support Specialist, Endpoint Operations
Endpoint OperationsUS Exempt RegularFull timeStateside Exempt 1.4Location: Adelphi, MD (Hybrid)

SUMMARY:

The Senior Desktop Support Specialist is responsible for maintaining user uptime and improving their computing experiences through proactive remote monitoring, maintenance, and problem identification and resolution. He or she will be knowledgeable of all technologies and expected to contribute to new product features and testing. You are expected to troubleshoot problem areas (in person, by telephone, or via e-mail) in a timely and accurate fashion and provide in-person, hands-on assistance at the desktop level. The Senior Desktop Support Specialist will report directly to the Senior Manager of operations and will serve as a conduit to provide feedback from team members to leadership. He or she will work with leadership and collaborate on key objectives for the team.

EXPERIENCE:

• 3+ years of in Information Systems in area of managed specialty (infrastructure, applications, operations, development)
• 1+ years of field support experience
  Preferred Experience Requirements:

EDUCATION:

• Bachelor’s Degree
  All submissions should include a cover letter and resume.

Skills:

• Excellent customer service, interpersonal skills, time management, and problem-solving skills.
• Excellent understanding of computer hardware, operating system functions, and components. Must be familiar with multiple makes/models of desktops and laptops and be able to troubleshoot and escalate as appropriate
• Mac OS X and Windows troubleshooting and configuration skills
• Mobile and tablet device troubleshooting and configuration skills (iOS and Android)
• Knowledge of Network Essentials, Intune and Microsoft 365, VoIP systems, and basic AV skills.
• A broad range of technology experience (Servers, Desktops, printers, Security, Cloud Services, Networking Equipment, etc.)
• Experience working in a high-paced service desk/help desk environment
• Experience with asset management and project managemen

• Provide on-site desktop support services for preventative, predictive, and remedial hardware/software maintenance on technology assets following Standard Operating Procedures (SOP’s).
• Ensure proper documentation and use of the ticketing system.
• Researches, evaluates, and recommends new computers, network equipment, and technologies. Analyzes current products and recommends changes/upgrades to senior management.
• Assume complete ownership of customer’s issues until resolved.
• Keep peers and managers informed of significant problems and unexpected delays.
• Produces routine reports on trends in problem calls to prevent future problems.
• Assist internal customers in use of Windows and Macintosh computers, peripheral devices, applications and operating systems.
• Ability to resolve Tier 2 hardware, software, application, and networking problems and assist with Tier 3.
• Provides advanced technical advice and guidance on installation, adaptation, configuration, or enhancement of end-user software, hardware, and network.
• Maintains system stability through advanced troubleshooting, timely resolution of incidents, and proactive maintenance to provide the maximum availability and optimal Mean Time to Repair.
• Provide guidance and mentorship to lower-tiered technicians to help them develop their technical skills.

Skills:

• Excellent customer service, interpersonal skills, time management, and problem-solving skills.
• Excellent understanding of computer hardware, operating system functions, and components. Must be familiar with multiple makes/models of desktops and laptops and be able to troubleshoot and escalate as appropriate
• Mac OS X and Windows troubleshooting and configuration skills
• Mobile and tablet device troubleshooting and configuration skills (iOS and Android)
• Knowledge of Network Essentials, Intune and Microsoft 365, VoIP systems, and basic AV skills.
• A broad range of technology experience (Servers, Desktops, printers, Security, Cloud Services, Networking Equipment, etc.)
• Experience working in a high-paced service desk/help desk environment
• Experience with asset management and project management

Education & Experience Requirements: