Desktop Support Specialist

TechTalent Squared has been retained by one of our leading clients in their search for a Desktop Support Specialist. Job Responsibilities: The Desktop Support Specialist will provide responsive and timely customer service to all company employees. The Desktop Support Specialist will be able to resolve and perform advanced troubleshooting tasks, including completing trouble tickets before they have to be escalated to advanced representatives. Must represent company in a professional and enthusiastic manner; by providing excellent customer support, always supporting the company's mission statement and core values. Providing first and second level as required on assigned tickets and escalated tickets. Dispatches tickets to IT Help Desk staff, when assigned dispatching duties. Configures computers for users, following established guidelines. Appropriately logs all ticket activity in the ticketing system, according to established guidelines. Documents Knowledge Articles, according to established guidelines. Resolves and completes all assigned tickets in an efficient and accurate manner. Complies with all established IT support SLAs and ticket response guidelines. Provides and presents accurate, timely, and professional resolution on all supported issues. Follows-up on all calls in a timely and professional manner. Escalates tickets per department procedures. Handles IT hardware and software assignments accurately in accordance to established policies and procedures. Provides first-level support for user accounts issues. Reports to work on a daily and timely basis. Skills & Knowledge: Excellent level of oral and written communication skills in English, as well as interpersonal skills. Ability to read and understand written technical specifications for hardware and software products, as related to IT Help Desk support needs. Excellent software skills, including: Windows XP, Windows 7, Microsoft Office, Internet Explorer, Microsoft Outlook, Active Directory. Excellent hardware skills, including: desktop repair, laptop repair, printer repair, ability to rack network/server equipment, ability to neatly connect network devices. Excellent organizational skills and the ability to be flexible, prioritize work, and follow through in order to meet tight deadlines in a fast-paced environment. Excellent technical skills, including: virus and malware removal, demonstrated knowledge of networking, ability to image computers, configure email on mobile devices, connect and support audio-video equipment in conference rooms, end-user desk phone setup and troubleshooting. Excellent analytic skills, attention to detail, and ability to work within time constraints. Excellent customer typing, service skills, time management, and conflict resolution. Ability to independently evaluate and resolve computer and user problems, including compatibility conflicts and application operations. Ability to lift or move goods up to 35 lbs. a distance of several feet. Ability to support a wide range of hardware, networks, applications and servers at a Level 2 knowledge base. Excellent listening and ability to retain critical information and communicate complex ideas clearly. Qualifications: Three years of experience providing Level 1-2 help desk support. College or technical school graduate or three years of experience at Level 1 or 2 system applications problem resolution. Previous Level 2 support experience. Microsoft certification, highly desired. CompTia A+ certification, highly desired. Three years mortgage industry experience, highly desired. TechTalent Squared abides by all Federal EEOC laws. TechTalent Squared is committed to equal opportunity employment for all employment practices, including hiring, training, compensation, benefits, promotion, termination, transfers and reductions-in-force, for all individuals without regard to race, religion, color, national origin, sex, age, disability, veteran status, genetic information, sexual orientation or gender identity, or any other status under applicable law.

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