Job description
The Desktop Support Specialist (DSS) assists UWSWPA employees, contractors, and other partners (End Users) with organization provided and supported hardware and software systems. The DSS receives reports of technology related concerns from End Users through in person interactions, telephone calls, email, and other electronic communications (e.g., instant messaging, chat, SMS), managing these requests using the service desk management ticketing system. The DSS identifies root causes for the symptoms reported, researches ways to remediate or mitigate these root causes, selects the most appropriate resolution, and coordinates corrections with the affected End Users. The DSS is responsible for installing, monitoring, and maintaining End User computers and related peripherals through the entire system life cycle. The DSS assists in the monitoring and maintenance of other technology systems and network infrastructure under the direction of other Information Technology (IT) staff.
Essential Functions
Provide technology support to all End Users, across all departments and locations, on organization provided computers in person and using remote support systems during normal business hours
Document, maintain, update, and resolve all received support requests in Spiceworks, the service desk management ticketing system
Create, modify, and delete user accounts and credentials following documented procedures
Assist onboarding new employees, including configuring and delivering a computer and orienting the employee to appropriate use of UWSWPA systems
Assist with employee termination, including collecting and wiping the computer for reuse
Use Microsoft Intune to identify and correct computer configuration and performance problems
Use Carbon Black to monitor endpoint protection and resolve any configuration errors or address any malware infections identified
Additional Functions
Provide technology support outside of normal business hours or on non-standard computers and technology platforms as approved by IT management
Monitor and maintain network printers
Develop and deliver training to End Users on the appropriate use of technology systems including but not limited to introduction of new features and capabilities
Identify and recommend system changes, upgrades, or enhancements to improve IT or UWSWPA operations
People Management Responsibilities
None
Financial/Budgetary Responsibilities
None
Education and Experience
Required:
Associates Degree in a technical field such as Computer Science, Information Science, Engineering, or equivalent
Preferred:
Bachelors Degree in a technical field such as Computer Science, Information Science, Engineering, or equivalent
1 3 years as a Help Desk Specialist
Annual Salary
Salary Grade: 103
Salary Range: $36,900 - $43,400
Knowledge, Skills, and Abilities
Required:
Problem solving and critical thinking
Verbal and written business and technical communications
Customer service
Microsoft Windows desktop
Microsoft Office (Word, Excel, PowerPoint, Outlook)
Computer hardware
Preferred:
Microsoft on-line platforms including Exchange, SharePoint, and Teams
Microsoft Endpoint Management (Intune)
Microsoft Windows Server and Active Directory
Android/iOS mobile device support
Andar/360 or similar CRM platform
Sophos Endpoint Protection
Proofpoint Essentials
Certifications/Licenses
Required:
Drivers license
CompTia A+
Preferred:
CompTia Network+, Security+, and/or Cloud+
Microsoft 365 Certified: Modern Desktop Administrator Associate
Microsoft Office Specialist certification
Additional Microsoft 365 platform certifications (Exchange, Teams, SharePoint)
Physical Demands
Light: Exerting up to 20 lbs. of force occasionally and/or up to 10 lbs. force frequently and/or a negligible amount of force constantly. Even when weight lifted is negligible, a job is rated light when: 1) it involves walking or standing to a significant degree; 2) it requires sitting most of the time but involves pushing and/or pulling of arm or leg controls; 3) it involves working at a production rate that requires constant pushing or pulling of materials.
Travel Requirements
Occasional travel within the region via ground transportation
Potential travel outside the region via ground transportation
Potential travel outside the region via air transportation
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change; new ones may be assigned at any time with or without notice.
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