Sr Desktop Support Specialist - Onsite

Position: Sr. Technical /Desktop Support Specialist

Role:

• As part of a global End User Experience team, perform end-user support of the various technology tools and equipment . Support ranges from but not limited to installation of hardware/software, addressing break/fix situations, helpdesk tickets and assist with end-user education.

• Technologies can include, but not limited to Windows-based computer systems (laptops/desktops/tablets), Apples products, VoIP, cellular phones and modern collaboration solutions. The supported user base is primarily onsite within the Cleveland area, but can also include remotely supporting users in remote offices throughout the U.S. and Canada.

Required Skills/Experience:

• Preferred Associate's Degree in Business, Computer or Information Systems or equivalent relevant experience is desirable.
• Minimum of 5 years PC Technical Support experience.
• A+ certification required
• Required to work overtime when requested and to work different or extended shifts per management requests and/or business requirements
• Knowledge of the Microsoft Office Suite: Ability to assist with basic "how to" questions and troubleshooting of features within the Office products
• Strong foundation of current concepts and ability to quickly grasp new ones as they apply to supporting the end-user environment.
• Ability to examine problem situations both simple and complex, gather relevant information to assist with diagnosing/troubleshooting and form a plan to get to a quick and efficient solution. Ability to develop new and more efficient ways to solve common issues
• Good time management skills to manage one's own time as well as being mindful of the time of the end-users being supported.
• Ability to transform technical IT solutions lingo into terms everyone understands
• Impeccable follow-through to customer satisfaction

Duties:

• Work with and maintain a variety of current and legacy versions of the Windows Operating System.
• Work with and maintain both older and newer technology solutions.
• Deploy devices and required software for new users.
• Deploy upgraded devices for retired hardware.
• Perform Operating System upgrades (inplace upgrades or re-images)
• Troubleshoot and resolve hardware/software issues.
• Assist with end-user password resets.
• Assist with additional user account maintenance or troubleshooting.
• Keep current stats updates on Helpdesk tickets in ServiceNow and be responsible for immediate closure of completed Helpdesk tickets in ServiceNow.
• Create/Update/Maintain shared troubleshooting documentation.
• Create/Update/Maintain shared installation/maintenance documentation