Description:

Desktop Services II ensures proper computer operation so end users can accomplish business tasks. This includes actively resolving escalated end-user help requests within established SLAs. Problem resolution may involve diagnostic and help request tracking tools and require the individual to give in-person, hands-on help at the desktop level.

Responsibilities

Strategy & Planning

•             Evaluate documented resolutions and analyze trends for ways to prevent future problems.

•             Alert management to emerging trends in incidents.

Acquisition & Deployment

•             Assist in software releases and rollouts according to Change Management best practices.

•             Conduct desktop product research to support PC procurement and development efforts. Evaluate and recommend products for purchase.

•             Write technical specifications for the purchase of PCs, desktop hardware, and related products.

Operational Management

•             Assisting in providing Level I and II Support.

•             Act as an escalation point for advanced or challenging help requests.

•             Build rapport with service desk customers.

•             Escalate problems (when required) to other groups.

•             Record, track, and document the service desk request problem-solving process, including all successful and unsuccessful decisions and actions taken, through to final resolution.

•             Apply diagnostic utilities to aid in troubleshooting.

•             Access software updates, drivers, knowledge bases, and FAQ resources on the Internet or Intranet to aid in problem resolution.

•             Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications.

•             Install anti-virus software and ensure virus definitions are up to date.

•             Perform preventative maintenance, including ensuring OS patch levels using Baramundi.

•             Test fixes to ensure the problem has been adequately resolved.

•             Perform post-resolution follow-ups.

•             Develop help sheets and FAQ lists for end users.

•             Reinforce SLAs to manage end-user expectations.

•             Train end users on how to use the Help Desk system to open tickets.

Position Requirements

Formal Education & Certification

•             College diploma or university degree in computer science and 2-3 years equivalent work experience.

•             Certification in Microsoft Operating Systems is a plus.

Knowledge & Experience

•             Knowledge of advanced computer hardware, including Dell, Lenovo, and HP laptops and desktops.

•             Experience with desktop and server operating systems, including Windows 7, Windows 11(.1), and Mac OSX.

•             Extensive application support experience with Microsoft Office and Outlook.

•             Working knowledge of a range of diagnostic utilities.

•             Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes.

•             Exceptional written and oral communication skills.

•             Exceptional interpersonal skills, focusing on rapport-building, listening, and questioning skills.

•             Strong documentation skills.

•             Communicate in English and work with employees in English-speaking countries.

Personal Attributes

•             Ability to conduct research into a wide range of computing issues is required.

•             Ability to absorb and retain information quickly.

•             Ability to present ideas in user-friendly, business-friendly, and technical language.

•             Highly self-motivated and directed.

•             Keen attention to detail.

•             Proven analytical and problem-solving abilities.

•             Ability to effectively prioritize and execute tasks in a high-pressure environment.

•             Exceptional customer service orientation.

•             Experience working in a team-oriented, collaborative environment.