sales-marketing desktop support specialist

Desktop Support Specialist

Building Bridges, Moving Ahead
Work hard. Play hard. Breathe Easy. That’s a nutshell description of the professionals who thrive at Resurgent. Regardless of their position, our people are ambitious and entrepreneurial, attracted to the fresh point-of-view of an evolving, growing company. They are personable and patient, attracted to the collaborative nature of our company. And they are centered, understanding the balance needed to achieve success at work and harmony at home.

Job Summary:

Provide support for the local desktop environment by creating, triaging, escalating or completing requests and issues to support EITS customers. This entails activities that cannot be done remotely by the Service Desk. You will employ an ‘advocate of the customer’ attitude to keep end users informed on the status of requests and issues. Learn and utilize process and systems for end user support, asset management and system configuration. Dependent on systems and personnel at the local site may also provide support for systems such as video and facilities access systems. As one progresses in this position, the involvement in project work may increase along with the ability, and necessity, to lead small projects.


· Through remote and/or in-person techniques, provide end user solution, work-around, or escalation process as determined by a review of the case details and/or interaction with the end-user while communicating with the end-user using an “advocate of the customer” approach, which would include post-resolution follow-up, to complete requests and resolve issues to the end user’s satisfaction and understanding

· Monitor case management system for cases assigned to queues; triage and process based on a variety of factors including but not limited to urgency, priority, affected system and number of affected users. Based on experience and general guidelines direct cases, as needed, to next level of support.

· Access software updates, drivers, knowledgebases and frequently asked questions or Internet resources to fulfill requests and resolve issues

· Identify and learn appropriate software and hardware used and supported by the organization.

· Perform hands-on and remote fixes at the desktop level, including installing and upgrading software, installing hardware and configuring systems and applications

· Modify local workstation configurations and settings, per approved processes, to complete requests and resolve issues

· Evaluate documented resolutions and analyze trends for ways to prevent future problems

· Deploy, or retrieve, equipment for provisioning, deprovisioning and transfer cases to meet critical deadlines

· Deploy and dispose of computer equipment per organizational standards and guidelines

· Maintain inventory of hardware and software in the Asset Management system

· Interact with and support facilities manager regarding furniture installations and reconfigurations

· Acquire the certification(s) to self-dispatch parts and request technical support

· Other duties as assigned

Knowledge, Skills and Abilities:

· Good understanding of computer systems, mobile devices and other tech products; including, but not limited to:

o Experience with desktop and Active Directory

o Extensive application support experience with Microsoft Office

o Understanding of VPN technologies for remote user support

o Understanding of A/V and videoconferencing equipment and capable of testing, troubleshooting and supporting hardware and software

o Understanding of wiring closets, patch panels and experience with testing and terminating network cabling

o Understanding of basic network terminology & technology such as IP addressing

o Understanding of basic telcom technologies such as PBX, voice mail and IP phones

o Working knowledge of a range of diagnostic utilities

· Good written and oral communication skills

· Good interpersonal skills, with a focus on rapport building, listening and questioning skills

· Strong documentation skills

· Ability to work independently as well as part of a collaborative team

· Ability to analyze and problem solve

· Ability to conduct independent investigation for case analysis and resolution

· Ability to effectively prioritize and execute tasks in a high-pressure environment

· Exceptional customer service orientation

· Ability to deliver results with minimal oversight

· Ability to understand, comply with, and apply all privacy and security policies and guidelines

Educational Requirements:

· High School Diploma required

· Help Desk Institute (HDI) Desktop Support Center Analyst, preferred but not required

· A+ Certification required once hired

We would be honored if you applied to join our team! We are an equal opportunity employer,offering a fantastic work environment, challenging career opportunities and competitive compensation.
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