Specialist Desktop Support

SUMMARY

The IT Desktop Support Specialist is the primary point of contact for all Northeast Grocery technology on a 7/24-hour basis for issues and inquiries concerning company provided equipment, software, and network access. Desktop Support Specialist must resolve user issues quickly, courteously, and accurately. They must be able to communicate resolutions clearly in language appropriate to the technical knowledge of the user. They must accurately and clearly record problems and resolutions into the ticket tracking system. They must provision, change, and de-provision system access for users and their issued equipment. Support role includes imaging, testing of computer systems, and peripherals. They will be responsible for establishing new standards and guidelines for fulfilling the support role. Activities will require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems.  Interface with support desk and support groups, recommend parties to be dispatched to minimize the operational impact (loss/degradation of service).  In some instances, provide direct support to store personnel for store systems and applications.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Perform advanced hardware and software installation, configuration, deployment and troubleshooting of desktop computers and peripherals
• Demonstrate strong advanced computer hardware & business software solving skills
• Working knowledge and experience with Backup/Restoration, network structures and hardware
• Basic knowledge of TCP/IP networking, network services, and wireless networking
• Strong work ethics with the ability to self-motivate to work independently and in a team environment
• Work collaboratively with other members of IT to solve issues, maintain system and security standards
• Categorize, assign severity, and document all problems into the Service Now problem ticket system
• Provide resolutions within timeline rules established for each severity type
• Interface with second level support groups as applicable
• Dispatch field technicians for on-site repair as applicable
• Perform analysis of problem types and make recommendations for business improvements
• Provides on-call, after-hours technical support to internal and external customers when required
• Provide executive support for executives on site and at remote sites

• Document all PC software and hardware procedures
• Assist users in the operation of standard PC equipment and software including PCs, Printers, and peripherals as well as company standard email operation and support (Outlook, Outlook web based email, etc.)
• Notifies supervisor of issues that impact productivity or ability to meet expectations
• Perform other related duties as assigned by management and adhere to all company policies and procedures.

MINIMUM QUALIFICATIONS

Knowledge of policies, procedures and their importance.

Ability to respond calmly when confronted with emotional end-users.

Ability to work on small and large projects effectively.

Ability to prioritize, organize and manage work patterns.

Maintains confidentiality.

Customer service ability.

Problem solving, teambuilding, leadership, responsiveness, professionalism.

Ability to manage tasks/projects to completion under tight time frames.
 

EDUCATION AND EXPERIENCE

Bachelor's degree or equivalent experience in a support role

4 -7 Years hands-on Support Desk or Desktop technical experience

3 + years experience in Windows Operating Systems (XP, Win7)

4 + years experience with the Microsoft Office Suite

2 + years experience with Exchange/Outlook

PHYSICAL REQUIREMENTS

EQUIPMENT USED

Laptops

Desktops

Mobile Phones

Printers

Software Packages

Telecommunications Equipment

Servers