Desktop Support Specialist

Primary Responsibilities: Primarily responsible for providing level 2 desktop support assisting the infrastructure teams, IT clients with hardware, software, and mobile device questions, concerns, or issues by providing one-on-one resolution to the client's satisfaction. Answers and responds to: IT support calls, walk ups, service requests, tickets, and e-mail support. Deploys and tests computer images. Including all software and OS installs and configurations. Acts as an escalation point for external help desk service providers. Documents all support efforts in the ITSM system as per procedures. Installs, tests, and configures workstations/laptops, software, phones, peripheral equipment. Troubleshoots and repairs hardware and software problems on customer computers and peripherals. Gathers appropriate data to escalate to higher-level technicians or partners when needed. Assist in assets management procedures, inventory equipment and software. Active Directory/O365/RMM/Citrix/other portal consoles Administration: Enable & Disable Accounts, Creation of Accounts, Account Modifications, and password resets. Ensures backup, recovery, and data restoration from workstations/laptops for clients during upgrades or problem diagnosis. Orders IT supplies including software, hardware, peripherals devices, mobile devices, etc. as per procedures. Supports and assist with projects and company initiatives as needed. Setup and Support: collaboration meetings, conferences, and events. Train, coach and provide guidance to the frontline teams. Review current work instructions and documents and ensure they are up to date. Assist in writing/develop/maintain documentation. Assist in recommending/enhancing current process and procedures. Other duties as assigned. Education/Experience/Skills: Minimum of eight years of progressive experience providing desktop support in a Windows enterprise environment, using Microsoft Active Directory, Windows 7,10,and Mac OS.Must possess: Excellent understanding and use of desktop/laptop technologies including Windows 7 and 10, Office 2016/O365, Windows Drivers updates and impacts, networking, wireless, encryption, troubleshooting skills. Excellent customer service. Excellent in listening, troubleshooting, data gathering and analytics/statistics. Strong proficiency with documentation and technical writing Proven analytical and problem-solving abilities Good organization skills and keen/accurate attention to detail Strong written and oral skills and ability to present ideas in user-friendly language Strong research skills into PC issues and products as required Good understanding of intermediate network support, VPN, desktop firewalls, encryption, wireless trouble shooting, and cabling. Understands graphs, charts, stats, and logs Good understanding of telephony technology, VOIP, and mobile device. Configuring MFP copiers and printers Audio-Visual and meeting support Facilities support for office equipment/furniture moves/installs Experience in dynamic and fast paced enterprise environment Strong communication and follow-up skills Strong sense of urgency and ability to prioritizeWe are an equal opportunity employer and make hiring decisions based on merit. Recruitment, hiring, training, and job assignments are made without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, or any other protected classification. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.