| Location | Greenville, South Carolina |
Job Summary
The Desktop Specialist II provides advanced support for the local desktop environment and, as necessary, provides coverage for Desktop Level 1 and Service Desk responsibilities. They are an "advocate of the customer" by their ability to recognize, report and resolve requests, and issues, to aid business personnel to complete job responsibilities that utilize IT resources. They are expected to follow established business practices for effective IT Service Management which can include vendor management and interaction. They will be involved in, and possibly lead, IT projects that improve business productivity, which include but aren't limited to system refreshes, and cube / office reconfigurations. They will possess project management skills to track, monitor and complete assigned IT projects. They will be involved in the development of knowledge articles and team practices for use by both end-users and teammates to enhance case resolution.
Roles & Responsibilities
Provide clear, courteous, professional and timely written and verbal communication to business personnel regarding status of cases and projects
Provide both on-site and remote desktop support to business personnel on their IT needs
Triage, resolve or escalate cases based on personal skills, IT resources and departmental procedures
Monitor case management system to effectively route or resolve cases
Manage cases to Service Level Objectives to provide timely support to business personnel
Document actions in case management, or dev ops / project, system to provide repository of information for future cases
Provide support and documentation of critical IT processes such as Priority 1 / Priority 2 System Outages and production Change Release processes
Maintain health and functionality of systems through software, hardware and driver updates
Reduce organizational exposure to system vulnerabilities by applying patches and updates per security guidelines and approved processes
Utilize available resources to expand knowledge of supported business systems to reduce time to fulfill requests or resolve issues
Deploy, retrieve or dispose of computer equipment per organizational and case standards and guidelines
Maintain Asset Management system, especially surrounding deployment and disposal activities, per organizational standards and guidelines
Gather and analyze case data to document, and recommend, process or system improvements
Evaluate documented resolutions and analyze trends for ways to prevent future problems
Create, update and remove knowledgebase documents to provide relevant resources to other technicians and business personnel
Serve as a knowledge resource to junior team members
Coordinate with manager, and affected business personnel, to complete furniture installations and reconfigurations
Maintain vendor certification(s) to self-dispatch parts and request technical support
Provide on-call support, based on experience and operational need
Limited travel, as needed
Other duties as assigned
Skills & Qualifications
Either of the following are required: 2+ years of experience as an IT Desktop Specialist II or A+ certification and 2+ years of experience as an IT Desktop Specialist I
Help Desk Institute (HDI) Technical Support Center Professional, preferred but not required
Advanced troubleshooting skills for triage and resolution of complex computer issues
Advanced written and oral communication skills for effective interactions with all levels of the organization
Self-motivated with the ability to work independently as well as part of a collaborative team
Self-starter that will learn and support new, emerging technologies in the environment
Detail-oriented, analytic and extremely organized
Ability to effectively prioritize and execute tasks in a high-pressure environment
Experience with Active Directory / Entra, Azure, DNS and DHCP
Experience with VPN technologies for remote users
Moderate experience with A/V and videoconferencing equipment and capable of testing, troubleshooting and supporting hardware and software
Moderate experience with wiring closets, patch panels, testing and terminating network cabling
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