IT Desktop Support Specialist

Company Overview: Our client has an exciting opportunity for an IT Support Specialist with successful and progressive experience in resolving routine to moderately complex problems or issues while completing all tasks with a positive, customer-service-oriented attitude.

Position Summary: The successful candidate shall have a minimum of 2-5 years of related work experience and be able to respond to client requests and provide troubleshooting assistance and support related to hardware and/or software issues. Candidates will listen to the client's situation, ask appropriate/relevant questions, run diagnostic tests, isolate the problem, determine solutions and/or fix needed to resolve the issue, and implement the solution. Additionally, will log all IT issues in the tracking system and work on IT projects as assigned by the IT Support Manager.

Preferred candidatesshould have Microsoft MCSA, MCSE, or MCITP certification. Ideally, the workload would be 40 hours a week with possible overtime to support and resolve any IT issues they may have. The employer has a 24-hour operation. Successful candidates for this position will be required to work Non-Standard Hours, including nights, weekends, and holidays. This role is on-site, however, there may be times when they can work remotely.

Responsibilities:

· Performs Tier I and Tier II support (Service Desk and Desktop Support).

· Provides day-to-day support of desktop PC software applications.

· Maintains the IT asset inventory database.

· Works with end-users in analyzing, troubleshooting, and resolving hardware/software and basic network support issues.

· Diagnoses and resolves technical hardware and software issues.

· Logs service requests as open tickets, maintain status, and provide follow-up both to end users and to senior members of the IT team.

· Schedules and installs new hardware and software applications.

· Performs preventative maintenance on computer equipment.

· Develops and follows standard help desk procedures.

· Ability to assist other technicians with issues and taking ownership of an issue that was initially worked on by another technician.

· Willing to take the lead on varied projects.

· Willing to travel to remote sites.

· Performs other duties and responsibilities as assigned.

Qualifications:

· Associate or bachelor’s degree in technology-related field (desirable) or 2-5 years of related work experience.

· A CompTIA A+ and/or CompTIA Network+, or MCTS Windows 7 Certification desirable.

· Familiarity with Help Desk practices, ticket systems, team environment, etc. (Spiceworks).

· Experience with remote troubleshooting (TeamViewer).

· Experience with VPN.

· Knowledge in Active Directory Users and Computers.

· Working knowledge of Windows 7, 8, and 10.

· Working knowledge of multi-function printers (HP, Canon, Ricoh).

· Knowledge and experience of customer service practices.

· Good working knowledge of networking.

· Good working knowledge in Telecom and VoIP technology.

Necessary Attributes:

• Must possess the ability to adapt to different personalities and management styles.
  
• Team player with excellent interpersonal skills.
  
• Self-starter with excellent verbal and written communication skills.
  
• Reliance on experience and judgment to plan and accomplish goals.
  
• Dedicated, organized, and hard-working.
  

Please see HR for information on physical demands and work environment of this job.

Sunshine Enterprise USA LLC is an “Equal Opportunity Employer—Minorities, Females, Veterans and Disabled Persons”