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IT Desktop Support Specialist

GENERAL DESCRIPTION

Mostly site specific position focused on IT client based solutions enabling VIP and C staff to function. Position will be responsible for C-level Support, meeting support, and supporting various teams. Role will require a “self-starter” mentality and will require pro-active collaboration with Software Engineers, TDs, and senior IT staff to solve for title specific client issues affecting VIP/C level staff. Position to be focused on support for C-Level and meeting support using collaboration tools.

KEY SKILLS & RESPONSIBILITIES

o Work in an environment in which technicians will be motivated to provide best in class customer service.

o Strong understanding of PC client workstation hardware, operating systems, applications, printers, mobile devices, networking, Mac and Mac specific software, and Mac imaging.

o Strong application troubleshooting skills

o Advanced Knowledge and understanding of video conferencing equipment and usage. Strong Zoom knowledge and meeting support

o Understanding of basic network protocols including TCP/IP, UDP, DNS, SMTP, SNMP, HTTP, HTTPS, as well as network hardware.

o Able to provide desktop support to VP and C level executives. Both locally and in a remote environment.

WORK EXPERIENCE REQUIREMENTS

• Windows 10, Mac OS, iOS & Android mobile OS.
• Understanding of current hardware standards and future hardware releases.
• Knowledge of software such as: MS Office Suite, MS Visual Studio, Zoom, Oracle, OKTA, Adobe Suite, Cisco VPN, Cisco Telepresence Management Suite, Virtual Machines, Data Encryption, Python, Slack, etc.
• Knowledge of enterprise desktop and user administrative tools including Active Directory, SCCM, JAMF Casper Suite/JAMF Pro, Windows Server 2012/2016.
• Strong hardware and software troubleshooting skills in a fast paced environment required.
• Knowledge of supporting large meetings/Zoom webinars and managing them.
• Able to lift 50 lbs

EA Job Levels (range) IT Service Specialist - Contract

Education / Experience or Equiv. Combination

Bachelor’s degree or equivalent work experience (essential). 3-4 years previous experience in either a Desktop support or System administration role, with an ability to understand technical issues related to desktop support. Previous work experience supporting VP/ C level executives.

Technical Knowledge/ Depth of Expertise

• Detailed knowledge of system fundamentals
• Understands distributed system and network interaction
• Willing to learn best practices
• Good knowledge of network/servers and storage
• Experience supporting C Level Executives

Complexity of Problem Solving

• Can answer most aspects of complex hardware and software troubleshooting
• Can find details on application and network errors
• Works on process improvements
• Produce appropriate debug information

Freedom to Act/ Autonomy

• Acts independently for system tasks
• Receives general direction from management

Scope of Impact

• Medium to High impact

Internal/External Contacts

• Works with internal customers solving complex problems
• Works with Vendors

Interpersonal Skills/ Leadership Capability/ Action Values

• Good written and verbal communication skills
• Can make presentations