Desktop Support Specialist
Dallas, TX

Job Description

Position Summary:

In this role, the Desktop Support Specialist will be responsible for first level problem determination, problem/incident recording, and problem escalation for supported products and services. These products and services include PC and Mac desktops, client/server systems, desktop application software, peripheral devices, and basic networking.

Responsibilities:

Resolve technology issues reported to Help Desk

* Provide first-level contact and problem resolution for all users with hardware, software and applications problems
* Resolve as many user-reported problems as expertise permits using available tools, following procedures and policies for the handling of support cases
* Courteously obtain and convey concise problem information for external and internal service personnel
* Provide accurate and timely logging of problems and resolution for problems
* Escalate problems as appropriate following department procedures
* Act as a liaison between customers and internal support staff to assure accurate problem interpretation. Maintain communications with customers during the problem resolution process
* Utilize superior customer service skills
* Perform Help Desk expeditor functions and other duties as assigned

Documentation, records and procedures

* Review and update Help Desk documentation as assigned
* Review and recommend modifications to procedures
* Gather and input data for regular reports distributed by the Help Desk

Skills/Requirements:

* Knowledge of the following technologies: Microsoft Office 365, Microsoft Windows Server, Active Directory, Remote Desktop Services, Microsoft Print Services.
* Apple Mac OS X experience preferred
* Demonstrated analytical and troubleshooting skills
* Demonstrated ability to effectively communicate by phone or in person
* Demonstrated ability to achieve successful outcomes in handling difficult situations and customers
* Demonstrated ability to work in a challenging environment
* Shows initiative and acts independently to resolve problems
* Demonstrated ability to manage multiple priorities and follow through on projects to completion
* Must be willing, on occasion, to work hours and days outside a typical work week