Desktop Support Specialist II

The Desktop Support Specialist II (DSSII) will provide support, maintenance and IT training within the organization’s IT environment. This includes but is not limited to installing, diagnosing, repairing and upgrading all hardware and software, troubleshooting problem areas and providing end-user assistance where required, escalating issues when considered appropriate to meet SLA expectations, and managing end-user access in Active Directory (AD), Office365, and other systems as needed. In this role, you will report to the IT Systems Manager.

Duties/Responsibilities:

• Provides excellent internal and external customer service by exhibiting the aptitude and desire to respond quickly, drill-down and find root causes, and follow-through with solutions to minimize disruption in user productivity

• Act as the main point of contact for resolving all IT software, hardware, and network connectivity issues

• Acts as an instructor to new IT support staff to bring them up to speed on company IT processes, hardware/software handling and general office procedures

• Provide Level 2 technical support with issues relating to (but not limited to): Laptops, mobile devices, and printing

• Manage and maintain IT asset inventory and software licensing, and work with management to ensure that systems and software are accurately recorded, tracked, and retired, as necessary

• Participates in procurement of hardware/software as needed and maintains inventory room procedures

• Research relevant technology trends and provide guided recommendations for cost-effective solutions that provide the organization with a competitive advantage and increased productivity

• Shows interest in pursuing additional education in relevant coursework related to job duties

• Coordinate system upgrades, maintain optimal performance and routine testing of system fail over, as well as ensuring appropriate levels of system redundancy are maintained

• Attains goals as set forth in annual performance evaluation

• Consistently meets deadlines for assigned projects

• Performs regularly scheduled on-call duties as required

• Performs all other duties and projects as assigned

Required Skills/Abilities/Knowledge:

• Demonstrated commitment to providing exceptional level of service

• Exceptional written and verbal communication skills are required, with demonstrated ability to communicate effectively with varied audiences in a highly collaborative environment

• Strong organizational, communication, time management, and analytical skills

• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills

• Ability to present with clarity, confidence and poise

• Proven critical thinking and problem-solving abilities, including resolving complex problems requiring innovative solutions

• Effective multi-tasking and prioritization skills with a sense of urgency

• Ability to conduct research into hardware and software issues and products including reaching out to vendors/manufacturers/providers as needed

• Must be detail oriented and self-motivated. Show independent work capability

• Proficiency with various software programs including Microsoft Office products (e.g. Excel, Word, PowerPoint, Outlook) is required

• Understanding of networking including IP Addressing, DHCP and DNS, network printing, mapping network drives

• Experience with Microsoft 365 products, including installation and support

• Working knowledge of PCs, iOS and Android devices

• Ability to install, diagnose, test, and repair PC hardware, software, devices, and printers

• Skilled in hardware installation, upgrading, and troubleshooting with the ability to quickly and efficiently assist end-users

• Demonstrated hands-on software and hardware troubleshooting experience

• Strong documentation skills required. Clear notes and references

• Clear understanding of network principals and implementation

• Ability to lift or transport reasonably heavy objects, such as computers, equipment and supplies

• Perform related duties consistent with the scope and intent of the position

• Travel to on-site locations as needed to perform maintenance, installation, replacement of hardware and software and support personnel during office moves or new office locations

Education/Experience/Licenses/Certifications:

• Associate degree or higher (preferred) in a technical or computer science discipline; IT certifications without a degree or other equivalent will be considered

• CompTia A+, Security+, Network+ certifications a plus

• Minimum 3+ years' experience working in IT Support or Helpdesk role

• Experience in the medical industry is a plus
  
   

Benefits + Perks of Joining the Team Select Family

• Medical, Dental, and Vision Insurance

• Paid Time Off and Paid Sick Time

• 401(k)

• Referral Program

Pay Range: $23 - 25 / hour

 

Team Select Home Care reserves the right to change the above job description and qualifications without notice. Team Select Home Care will not discriminate against you on the basis of race, color, religion, national origin, sex, sexual preference, disability, political belief, veteran status, age, or any other status protected by law. Team Select Home Care is an employment-at-will employer.