Desktop Support Specialist
Newport Beach, CA

Job Description

Job Description

Desktop Support Specialist

* Configures new Personal Computers (PCs) with standard software and "Standard PC" guides. Utilizes imaging software to setup new PCs. Updates hardware and notifies appropriate personnel of PC inventory database changes. Utilizes available system tools. Re-images PC's that are re-deployed in organization. Ensures that no data from prior users remain on system. Inventories all incoming equipment and verify accuracy against purchase orders. Reports any discrepancies to the supervisor. Builds complex desktop and laptop images. Manages appropriate disposal of e-waste materials according to policy.
* Provides customer support for standard applications (Desktop Operating Systems, Microsoft Office Suite, including Outlook). Refers customers to training available to facilitate problem resolution. Troubleshoots and supports desktop hardware to include PCs, monitors, printers, and network computers. Collaborates with other Information Support (IS) teams regarding hardware troubleshooting and installation (e.g., cabling, printers). Works with PC vendor technical support to resolve hardware issues. Configures and provides loaner equipment for customers when resolution is not immediate. Works with Service Desk to facilitate warranty repairs and out-of-warranty repairs by third party vendors. Performs Incident Management process as specified.

o Desktop includes desktop computers, laptop computers, portable computer carts, and Personal Digital devices as identified in the Enterprise Architecture.

* Performs tasks associated with evaluation, design, installation, configuration, upgrades, testing, documentation, and expansion for desktop, laptop, management, and operating technologies. Performs daily tasks to review generated output and analyze trends from productivity tools and desktop management tools; Symantec Endpoint Protection, Dell Data Protection Encryption and Microsoft System Center Configuration Manager (SCCM) server to proactively manage the environment.
* Cross trains technical support specialists for the desktop deployment process. Works in conjunction with internal or external department groups in setting hardware and software standards. Follows the established standards for installing, configuring and/or removing hardware or software (via Change Control Process).
* Maintains a positive and professional attitude when dealing with staff, customers and vendors. Demonstrates a willingness to learn new procedures, readily accepts new responsibilities, participates as a team player and contributes to the overall success of the department. Maintains current knowledge of departmental updates and Policies and Procedures. Initiates and participates in process improvement activities for departmental processes.
* Configures new Personal Computers (PCs) with standard software and "Standard PC" guides. Utilizes imaging software to setup new PCs. Updates hardware and notifies appropriate personnel of PC inventory database changes. Utilizes available system tools. Re-images PC's that are re-deployed in organization. Ensures that no data from prior users remain on system. Inventories all incoming equipment and verify accuracy against purchase orders. Reports any discrepancies to the supervisor. Builds complex desktop and laptop images. Manages appropriate disposal of e-waste materials according to policy. * Provides customer support for standard applications (Desktop Operating Systems, Microsoft Office Suite, including Outlook). Refers customers to training available to facilitate problem resolution. Troubleshoots and supports desktop hardware to include PCs, monitors, printers, and network computers. Collaborates with other Information Support (IS) teams regarding hardware troubleshooting and installation (e.g., cabling, printers). Works with PC vendor technical support to resolve hardware issues. Configures and provides loaner equipment for customers when resolution is not immediate. Works with Service Desk to facilitate warranty repairs and out-of-warranty repairs by third party vendors. Performs Incident Management process as specified. o Desktop includes desktop computers, laptop computers, portable computer carts, and Personal Digital devices as identified in the Enterprise Architecture. * Performs tasks associated with evaluation, design, installation, configuration, upgrades, testing, documentation, and expansion for desktop, laptop, management, and operating technologies. Performs daily tasks to review generated output and analyze trends from productivity tools and desktop management tools; Symantec Endpoint Protection, Dell Data Protection Encryption and Microsoft System Center Configuration Manager (SCCM) server to proactively manage the environment. * Cross trains technical support specialists for the desktop deployment process. Works in conjunction with internal or external department groups in setting hardware and software standards. Follows the established standards for installing, configuring and/or removing hardware or software (via Change Control Process). * Maintains a positive and professional attitude when dealing with staff, customers and vendors. Demonstrates a willingness to learn new procedures, readily accepts new responsibilities, participates as a team player and contributes to the overall success of the department. Maintains current knowledge of departmental updates and Policies and Procedures. Initiates and participates in process improvement activities for departmental processes.