Desktop Support Specialist

Company: Humanity
Location: El Paso
Posted on: March 16, 2023

Job Description:

Company DescriptionJobs for Humanity is dedicated to building an inclusive and just employment ecosystem. Therefore, we have dedicated this job posting to individuals coming from the following communities: Refugee, Neurodivergent, Single Parent, Blind or Low Vision, Ethnic Minority, and the Previously Incarcerated. If you identify with any of the following communities do not hesitate to register, even if you feel that this particular opportunity is not the right fit for you. Company Name: SpectrumJob DescriptionJOB SUMMARYProvide basic to intermediate desktop support on a variety of issues through identification, research, and resolution of technical problems. Manage assigned helpdesk tickets and phone calls using best practices, excellent communication skills and IT department procedures for technical support. Review and complete assigned tickets within established Service Level Agreement (SLA). Promote excellent customer relations in every customer transaction, contact and communication.MAJOR DUTIES AND RESPONSIBILITIESActively and consistently support all efforts to simplify and enhance the customer experience.Perform general technical support and troubleshooting of desktop systems hardware and software, local telephony, truck systems, printers, multi-function printers, scanners, video conferencing systems, mobile devices and other technologies as defined and required.Investigate system issues and provide solutions using specific product knowledge, system tools and established methods and procedures. Document solutions and maintain helpdesk ticket information and transactions as required and within established SLA.Work with desktop engineering to design and refine desktop configurations. Plan, test and implement new or revised desktop solutions.Work with the team to resolve high level hardware and software issues.Resolve intermediate problems, provide remote assistance, document and manage tickets as call load dictates and within defined SLA.Lead and participate in desktop, peripheral, building moves, additions, support and other projects as defined and required.Work with Desktop Engineering to maintain accurate hardware and software inventories.Provide process, procedure and technical training to Associate Desktop Support and Help Desk Specialists as required.Lead and/or participate on project teams.Proactively complete assigned tasks of medium to high complexity resulting in successful, on time, high quality deliverables.Perform other duties as assigned.REQUIRED QUALIFICATIONSRequired Skills/Abilities and KnowledgeAbility to read, write, speak and understand EnglishAt least A+ or Net+ or one higher technical certification Technical understanding of the Internet, URLs, and email. with common enterprise infrastructure protocols and services including LAN/WAN, Active Directory, DNS, DHCP, VPN, networking and Voice over IP Proficiency with using Windows 10, Mac OSX, and Apple iOS, and Android mobile operating systems Telecommunications principlesUsage of MECM (SCCM) and Cherwell TicketingSymantec Antivirus, SEP, and VIP softwareBitlocker EncryptionAbility to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulationsAbility to write reports, business correspondence, and procedure manualsAbility to effectively present information and respond to questions from groups of managers, clients, customers, and the general publicAbility to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization existsAbility to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.A valid driver's license as well as a good driving record is requiredAbility to work with small components and wiringRequired EducationAssociate's degree. College technical school degree or equivalent work experienceRequired Related Work Experience and Number of YearsDesktop support experience - 3PREFERRED QUALIFICATIONSPreferred Skills/Abilities and KnowledgeCompTIA A+ Preferred EducationComputer Science or MIS Technical CertificationWORKING CONDITIONSOffice environmentTravel may be required to remote area locations as requiredPHYSICAL AND MENTAL REQUIREMENTSPhysical RequirementsAbility to lift up to 50 lbsEOECharter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disability

Keywords: Humanity, El Paso , Desktop Support Specialist, Other , El Paso, Texas