Desktop Support Specialist II

General Purpose of Role: The Desktop Support Specialist II's primary responsibility is daily support of PCI end users. This will be accomplished by monitoring the Solution Center and resolving Solution Center submissions efficiently. Diagnose computer hardware / software, & network connectivity accurately and efficiently. Use good judgement in determining if issue needs escalation. Performs hardware / software installs & provide all support in a professional manner.

Responsibilities

End user support; Monitor Solution Centre, Spiceworks; Computer setups, including Operating Systems setup, installation of MS updates, Anti-Virus installation / configuration, software installation / configuration, network configuration, image / re-image PC / laptops; Proficient with MS Office installation, configuration, and troubleshooting; Basic hardware & software trouble shooting, ability to install / upgrade hardware / software; Network user creation / deletion, basic knowledge of AD; Mailbox creation / deletion, distribution group maintenance, basic knowledge of EMC; iPhone setup & IOS troubleshooting; Procurement of computers, desktops, & printers; Proper escalation of Solution Centre submissions; Provide one on one assistance to end users by phone, email, Bomgar, or Solution Centre; Coordinate with third party service providers for timely repair / configurations of systems under maintenance agreement warranty or systems that are outsourced; Keep up to date with current technologies

Requirements

Bachelor's degree in computer related field or equivalent experience in helpdesk related field; Experienced with hardware / software; Experienced in troubleshooting network connectivity issues; Basic understanding of TCP/IP, DHCP, AD, EMC, & DNS; Experience in troubleshooting in, but not limited to: MS Office, Computer setup, software installs, & basic network connectivity issues; iPhone setup & IOS troubleshooting; Ability to prioritize work with little to no supervision, which includes ability to escalate issues when needed; Be able to work as part of team, but also be able to work on projects alone; Basic Mathematical Skills; Intermediate Computer Skills: Ability to perform more complex computer tasks and has knowledge of various computer programs; Full Professional Proficiency: Ability to speak, read, and write fluently and accurately on all levels pertinent to professional needs; High Reasoning: Ability to solve practical problems and deal with a variety of concrete variables in situations where there is only limited standardisation. Ability to interpret a variety of instructions that may be provided in various forms; High Standard of Report Writing

Nice to have

Understanding of GMP; Ability to demonstrate attention to detail; Ability to display excellent time management skills; Ability to work independently and/or as part of a team; Analytical thinking and problem-solving; Ability to work well under pressure with conflicting priorities; Extremely high personal integrity; Excellent customer service skills; Team player; Judgement and decision-making