Desktop Support Specialist
7 giorni fa
Job Summary
This Desktop Support Analyst position provides on-site and remote technical support to end-users, including receiving and responding to service calls, troubleshooting hardware and software issues, and documenting steps taken to resolve challenges within a ticketing system.
Main Responsibilities:
- Provide on-site and remote technical support, responding promptly and effectively to calls concerning software and hardware used within the company.
- Use a ticketing system to open and document incidents and service requests following standard operating procedures for incident and service management.
- Provide troubleshooting, root cause analysis, and problem resolution for technical issues surrounding hardware, Windows 10, Microsoft Office 365 Applications, network connectivity, and Virtual Desktop technologies.
- Complete software/hardware installs, upgrades, ad hoc project activity, moves, and rollouts as requested, to the satisfaction of all parties involved.
- Support the company's IT Knowledge Base by submitting internal IT process documents and End User 'How-to' Guides to drive a consistent end-user experience and further self-service.
- Assist with communication with stakeholders and IT management regarding service provision and outages.
Requirements & Qualifications:
- High School Diploma or other degree with 3+ years' experience in the IT support field.
- Extensive experience with desktop hardware, software applications, operating systems, and network connectivity is required.
- Experience working with executives and C-Suite in an IT support capacity.
- Advanced Windows Desktop OS knowledge, extensive knowledge of Active Directory, Network Essentials, SCCM, and Office 2016, VoIP systems.
- Solid understanding of mobile and tablet device troubleshooting and configuration skills (iOS and Android).
- Excellent knowledge of Microsoft Office productivity programs.
- Basis experience supporting Audio and Video conferencing technologies.
- Strong knowledge of service desk applications and associated operations.
- Fluent language skills in English and Italian.
- Excellent customer service, interpersonal skills, telephone etiquette, time management, and problem-solving skills.
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