Desktop Support Specialist

This is a onsite contract to hire role for a growing established TEAM located in Irving, TX.

This person will provide technical support via telephone, email and in person of hardware and software technologies to the organization's computer users. Utilizes strong written and verbal communication skills and strong customer service skills.

Job Duties

Configures and installs software for IT users' desktop software and hardware. Responsible for the installation and rollout of new software packages, upgrades, and new desktop hardware. Maintains desktop software and hardware; supports mobile workforce. Provide support to users for software and hardware of end-users computing and desktop-based LAN systems. Creates and uses scripts and checklists as guides for troubleshooting. Seeks guidance from Client Technologies Analyst, when necessary, on incidents and work orders. May assist in performing end-user training. Participates in testing new desktop packages and implements prototypes.

• Troubleshoots and restores technical services and equipment problems by identifying and diagnosing faults and symptoms using established processes and procedures.
• Provides documentation through 2nd Tier for end-user desktop software and hardware support.
• Maintains incidents and work orders through a call-tracking system to enhance the quality of problem resolutions (including documenting initial responses, progress toward the resolution and final resolution).
• Provides proactive solutions, procedures, and documentation for problem prevention.
• Other job-related duties as assigned.
  
  

Job Competencies

Knowledge of: Requires working knowledge of desktop hardware, software, and peripheral equipment; current Windows Operating System and Microsoft Office applications; client/server technologies; Active Directory features and management. Requires working knowledge of ITIL service delivery standards and best practices, and remote connectivity.

Skill in: Strong customer service and troubleshooting skills. Excellent verbal and written communication skills. Requires accurate and efficient problem-solving ability, and highly effective communication skills verbally and in writing including the ability to communicate clearly, concisely, and courteously to customers.

Ability to: Ability to work in a team environment; willingness to continue learning and accept instruction.

Minimum Qualifications

Education Level: High School Diploma or GED equivalency.

Experience: 3 years of experience in computer desktop software and hardware user support.

Certification/License: CompTIA A+ certification is a PLUS

Preferences: Bachelor’s degree but not required