Desktop Specialist I

Desktop Specialist I

Requirements

• Four-year Bachelor’s degree in Information Systems or related field (Preferred, not required)
• Minimum of one year work related experience. In lieu of the college degree a minimum of 1 to 2 years of relevant work experience in PC support is required.
• Microsoft Certified System Engineer (MCSE) will meet the educational requirements.
• Demonstrates superior problem-solving skills to troubleshoot and resolve hardware and software issues across multiple platforms (desktops, laptops, printers, soft phones, smartphones) through both desk-side support and remote assistance.
• Excels at analyzing and documenting customer requirements, implementing technical solutions for equipment moves/adds/changes, and maintaining internal data and telecommunication infrastructure while working independently.
• Provides exceptional customer service through effective communication, conducting user needs assessments, and delivering both one-on-one and group training to enhance end-user competency in PC applications.
• Exhibits strong technical aptitude with ability to obtain hardware certifications (including Dell Tech Direct within 3 months of hire) and conduct UAT testing in support of engineering teams.
• Demonstrates adaptability and quick learning capabilities while maintaining first-class customer service standards in a rapidly evolving technical environment.

Responsibilities

• Delivers world-class customer support across the complete desktop environment, including PCs, laptops, printers, PDAs, AV equipment, and telephones, with 24-hour break-fix resolution and potential on-call remote support, while providing exceptional service to all users including senior leadership.
• Manages comprehensive asset lifecycle processes, including configuration, installation, and support of hardware/software systems, while maintaining accurate inventory tracking, databases, and documentation according to established procedures.
• Executes adds, moves, and changes for all equipment through multiple support channels (phone, chat, remote connectivity, on-site visits), while troubleshooting and repairing hardware using technical documentation and wiring diagrams.
• Serves as technical resource for enterprise software applications, analyzing user needs, recommending solutions from approved applications, and developing/following test plans for hardware and software compatibility evaluation.
• Contributes to departmental operations through budget input, procedure improvements, and maintenance of high standards in asset management, while escalating issues appropriately to ensure customer satisfaction.
• Provides training and assistance to staff and end-users, serving as a knowledge resource for current and future enterprise applications while supporting the Field Services Group.
• Demonstrates commitment to continuous personal and professional development, actively seeking new knowledge while adhering to IT and corporate policies/procedures, with focus on improving technical, leadership, and interpersonal skills.

Preferred Qualifications

• Four-year Bachelor’s degree in Information Systems or related field (Preferred, not required)
• Microsoft Certified System Engineer (MCSE) will meet the educational requirements.