Desktop Support Specialist

Desktop Support Specialist

Houston, TX

IT Support Specialist

Responsibilities :

• Answer, evaluate, and prioritize incoming calls, voice mail, emails, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other information system-related technologies.
• Handle all aspects of incoming / open tickets. Log incidents and service requests, maintain relevant records, and assign, track, and prioritize trouble tickets in the ticketing system.

Monitor issues from start to resolution within SLA.

• Administer user accounts in Active Directory / Azure and company-used systems and applications.
• Troubleshoot, resolve, integrate, install, support, and maintain hardware, software, operating systems (Windows), Microsoft applications (, Office 365, Office suites, browsers), Java, in-house applications, SOTI Mobi Control, MFA, Bitlocker, proprietary software, Carbonite, smartphones, VoIP, VDI / Citrix Workspace, printers (MFP), Epson Validator, debit / label printers, Cummin Currency Counter, IFX (1pass) scanner, Ceridian Clock, Cisco AnyConnect, WiFi, NVR, and hardware.
• Troubleshoot network, systems, and security Tier 1 incidents and escalate to the appropriate team.
• Provide technical expertise in the installation and maintenance of hardware and system software.
• Contact software and hardware vendors to request service regarding defective products.
• Image and configure computers using Image X / Dell Image Assist.
• Be available for on-call rotation to support after-hours calls, including weekends and holidays.
• Collaborate with team members to identify issues and trends, suggesting long-term strategies to mitigate future problems.
• Create and maintain support documentation.
• Assist in the development of standards and apply them to track, monitor, report, resolve, or escalate issues.
• Participate in tier 1-2 projects.
• Research and test upcoming technologies and new software releases.
• Able to travel to other locations as required.

Requirements :

• Associate Degree or technical institute degree / certificate in Computer Science, IS, or related field, or equivalent work experience in lieu of a degree.
• Experience with hardware, operating systems, software products, Active Directory, Azure, Exchange, user account management (access control, permissions), MS Defender, Dell Image Assist, Remote Desktop software (Bomgar), SharePoint, Office 365, and cloud computing is required.
• Bachelor’s Degree in Computer Science, IS, or other related fields is preferred.
• A+ / Network+ Certificate is required.
• Minimum of four (4) years’ work-related experience.
• Proven analytical and problem-solving skills.
• Ability to troubleshoot and diagnose hardware and software issues.
• Excellent interpersonal, verbal, and written communication skills with a customer-oriented approach.
• Adaptability in a fast-paced, changing environment.
• Self-starter, quick learner, and highly motivated.
• Ability to multitask and thrive in a busy environment.
• Comfortable working in a flexible, team-oriented setting.
30+ days ago