Desktop Support Specialist

Description

Member of regional field services IT team providing internal and remote support to customers in the North America region. Participation in the implementation of regional and global IT initiatives.Responsible for effectively responding, troubleshooting, prioritizing, resolving and documenting end user computing issues and problems within the North America region. Includes resolving device hardware, software, printing/scanning/faxing, connectivity and fundamental networking problems. Software problems involve operating system, business application and commercial off the shelf applications.Ensure the timely resolution/referral of the above by documenting the impact and assigning an appropriate priority and resolution within the expected Service Level Agreements (SLA).Perform diagnostics and use collected data on problems to determine source of error(s) and implementation of associated fix.Analyze and correct problems using documented procedures, available tools, and acquired knowledge and skills. Collaborate with team members to resolve more complex problems and escalate difficult issues to next level manager for additional technical assistance/guidance.Create and post relevant documentation on the above to the designated team site. Provide administration for user and device Active Directory accounts. Provide documented changes or improvements to troubleshooting techniques and procedures used by first level support staff.Provide input on methods for increasing the delivery of solutions and work place tools provided to business partners.Collaborate with other members of the IT team for escalation or knowledge transfer as required to provide transparency of work being performed, trending of issues, etc.Perform device imaging via SCCM (System Center Configuration Manager). Experience with creating device and user based collections in SCCM. Experience creating and administering advertisements and programs with the ability to monitor success, troubleshoot failed deployments and provide remediation. Actively participate in client health and client remediation.Performs other duties as needed and assigned.