Desktop Support Specialist II
| Company | CAI |
|---|---|
| Location | Center Valley, Upper Saucon Township, PA, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Junior, Mid Level |
Requirements
- Minimum two years IT-related experience with some AV-related experience.
- Awareness of ITIL Service concepts and practices.
- Experience with a Service Desk Ticket System
- Experience with PCs, laptops, tablets, phones and printers.
Responsibilities
- Take call escalations from PC Help Desk Level 1
- More advanced troubleshooting skills for issues being seen
- Follow processes as required/defined
- Manage Loaner Equipment (laptops, iPhones, iPads)
- Identify Knowledge that needs to be created for Level 1 and 2 to follow
- Update existing knowledge as needed
- Provide proactive support for AV meetings held by Lutron (Executive MS Skype, MS Teams, GoToMeeting, & company-wide updates)
- Reactive support for Conference room issues requiring immediate attention
- Schedule time with all major conference rooms for walkthroughs
- Review and test room equipment for issues
- Reactive support for printers and printer corrals requiring immediate attention
- Call printer servicing company for printers that are to be fixed
- Daily Printer corral walkthroughs (Look for printers in error and ensure supplies are stocked)
- Assist in management of auto-toner replenishment program
- Assist in deployment of printers (Pro-active replacements of older printers)
- Maintain printer assets in asset management
- Follow processes as required/defined
- Deploy hardware and software for new employees and contractors
- Retrieve equipment for departed employees and contractors
- Update computers in asset management
- Leverage Ticketing system to fulfill requests and fix break/fix issues from users not solvable by PCHD 1 and PCHD 2
- Escalate to Client admins as needed
- Assist with walkups based on urgency, loaner requires, recycling processes for old equipment, and storage room maintenance
- Identify and implement process improvements within CAI on-site team
- Shift work from Client team to CAI team
- Shift work from Client and CAI on-site team to off-site CAI Level I Help Desk
Preferred Qualifications
- ServiceNow Ticket System
- ITIL Version 4 Certification
- A+ Certification