About the Role: We are seeking a highly skilled and experienced Desktop Management Specialist to join our Infrastructure Services (IS) team. The ideal candidate will bring over 7 years of expertise in desktop management, IT support, and service delivery, demonstrating technical acumen and exceptional problem-solving abilities in a dynamic, fast-paced environment.
Job Locations:- Niskayuna, NY
- Norwich, NY
- Peebles, OH
- Cincinnati, OH
- Newark, DE
- Mcallen, TX
- Madisonville, KY
Key Responsibilities:- Provide break/fix support for desktops, laptops, and peripherals.
- Re-image devices and reinstall/configure applications as required.
- Troubleshoot Windows OS, hardware issues, and enterprise applications.
- Collaborate with third-party vendors to escalate and resolve hardware issues.
- Document issues and resolutions in IT service management systems (e.g., ServiceNow, Remedy).
- Install and configure desktops, laptops, mobile devices, peripherals, and associated software.
- Provide technical support for on-site and remote users, addressing queries and resolving incidents.
- Manage the ticket queue to ensure timely resolution in compliance with SLAs.
- Develop and maintain standard operating procedures (SOPs), knowledge base articles, and technical documentation.
- Coordinate with Level 3 support teams for enhancements, maintenance, and upgrades.
- Provide IT support for events, meetings, and disaster recovery scenarios.
- Ensure end-user support for O365, Active Directory, and related networking functionalities.
- Oversee application support and ensure seamless system upgrades/refreshes, maintaining configuration integrity.
- Support printer network setups, driver installations, and device repairs through vendor coordination.
Required Skills and Experience:- 7+ years of experience in Desktop Management within Infrastructure Services (IS).
- Advanced knowledge of PC hardware, software, operating systems (Windows 10/11, Android OS, macOS), directory services, and network configurations.
- Proficiency in IT service management tools and familiarity with ITIL processes.
- Expertise in O365, Active Directory, DNS, Group Policy, and Firewall configurations.
- Strong troubleshooting capabilities for basic LAN/WAN issues, Wi-Fi configurations, and VOIP phones.
- Excellent communication and interpersonal skills for managing diverse stakeholders, including users, senior management, and vendors.
- Proven ability to manage incidents and problems effectively, adhering to established SLAs.
Education and Certifications:- Relevant technical certifications (e.g., CompTIA A+, Microsoft certifications) are highly desirable.
- ITIL Foundation certification preferred.
Additional Information: This position requires associates to work from the assigned office location five days a week, ensuring immediate response and support for end-user technical needs.