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IT Service Desktop Specialist (Temp to Hire)

Position Summary

The IT Service Desktop Specialist will be responsible for providing the first-level contact for incoming issues with second-level technical knowledge. The role is responsible for the support and troubleshooting of enterprise end-user systems such as Windows 10, Server 2008/2012/2016, TCP/IP, DNS, DHCP, and FTP, to include basic printer, software, peripheral and technical troubleshooting and repair.

Supervision Exercised

N/A

Essential Functions & Responsibilities

Provisioning of user accounts, assigning permissions and granting network share access. Additional responsibilities will include the preparation and deployment of new computer systems to end-users. Enterprise tool sets will be leveraged for the provision of user system as well as documenting end user issues. Interfaces with users, employing a high degree of tact and diplomacy, while providing superior customer service and timely incident resolution. Accurately communicates pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service.

PRINCIPAL RESPONSIBILITIES:

• Build and install PCs, corporate mobile, peripheral devices (such as printers, scanners) related to desktop infrastructure, in accordance with department standards
• Maintain installed PCs, networks, corporate mobile and peripherals with routine maintenance
• Identify, log and resolve technical problems through helpdesk portal
• Imaging PC builds and create/maintain version control of different builds for departments
• Perform onboarding/offboarding process
• Support MS Office 2016 suite and Office 365
• Maintain inventory of desktop/laptop peripheral assets
• Maintain Sophos Endpoint Protection.
• Provisioning corporate mobile devices through MDM.
• Manage software license and work with service providers and internal staffs to resolve licensing/seating issues.
• Assist users with Zoom, MS TEAMS, and other collaboration apps related issues as applicable.
• Keep IT Manager informed as to the progress of assigned projects and meet deadlines.
• Assist with procurement process of PCs and IT related purchases
• Participate in the ongoing evolution of the CAPCOM Information System with respect to Desktop/Laptop performance, business systems development, hardware and software upgrades, and new hardware and software products.
• Contributes to the professional image of the Company by exhibiting professional communication skills with coworkers and the outside business community.
• Other tasks and special projects as required and assigned by supervisor.
• Provide reporting from an Information Security level for auditing and review for management.

QUALIFICATIONS:

• 2-3 years or more related experience and extensive PC hardware/software, Windows environment experience, and basic network knowledge required
• Excellent Customer Service in Face-to-Face, mobile device or Electronic Interaction with Clients
• Good Language and Communications Skills
• Problem-Solving
• Good Understanding of Computer Support and Troubleshooting, Knowledge of Windows 10-11, Desktop imaging (MS Deployment Tool Kit) MS Office 2016-2019, Office 365 applications, HelpDesk Ticketing System(Atlassian), cloud based applications (Box, Zoom, endpoint protection management, MDM, etc.)
• Ability to Work in a Team
• Ability to Prioritize Projects

PLUSES:

• Experience with Mac OS, UNIX/Linux, Powershell scripting
• Relevant Certifications such as Microsoft/Comptia, Cisco
• Atlassian (JIRA, Confluence)
• Azure
• Business level Japanese speaking

Physical Demands

Ability to lift objects of up to 25 pounds in weight. Must be able to stand for long periods of time.

Working Environments

Work is generally performed in an office environment and the noise level is usually moderate. Reasonable accommodations may be made to enable individual with disabilities to perform the essential functions.

Additional Information

This job description is not intended to be an exhaustive list of duties, knowledge, skills, abilities, or requirements, as any one position in this classification may be assigned some or all of these duties, in addition to other duties not explicitly listed here. The various duties, responsibilities and/or assignments of this position may be unevenly balanced and changed from time to time based upon matters such as, but not limited to, variations in shift schedules, work demands, seasons, service levels and management’s decisions on how to best allocate department resources. Any shift, emphasis or rebalancing of these assigned duties, responsibilities and/or assignments does not constitute a change in the job classification.