Job Summary:
We are looking for a Desktop Support Specialist to provide onsite support to our employees. In this role,
you will provide remote and local IT and desktop support by troubleshooting, diagnosing, installing and
configuring a variety of hardware and software. You will also assist in application support issues, such as
access provisioning and various app configuration changes. As a Techforce Support Specialist, you
exhibit a high level of professionalism in providing excellent customer service and exercising sound
judgment to provide timely resolution of problems. You will maintain in-depth knowledge of all desktop
systems, applications, and technologies. The ideal candidate will have 2+ years of experience with
desktop support in a mid to large size Enterprise.

Responsibilities:
  • Hardware provisioning, imaging, troubleshooting, and software installation for laptops (Apple &
  • Dell), desktops (Dell), and corporate owned/BYOD mobile devices (IOS/Android) along with
  • standard peripherals.
  • User and administration of operating systems in a mixed environment of Mac OSX and
  • Windows.
  • TCP/IP networking support and troubleshooting of a corporate user and remote user
  • environment with LAN, WAN, and VPN implementations globally.
  • Troubleshooting a variety of client, mobile and cloud applications office software (Microsoft
  • Office, Gapps, Browsers, Salesforce.com, etc.).
  • Solid understanding of Active Directory and Access management.
  • Understanding and adhering to security policies and corporate best practices.
  • Solve complex incidents by applying known documented solutions and processes, taking work
  • items through to completion with minimal direct supervision.
  • Partnering with senior members of the team to learn new skills, ask for help, and escalate as
  • needed.
  • Perform all tasks related to the day-to-day operations
  • Ability to work from a fast-paced queue of support requests, driving all issues to resolution with
  • a strong focus on customer satisfaction and efficient task execution
  • Maintain and demonstrate 100% compliance with all written security policies, SOX procedures
  • and change management controls
  • Communicating in different settings and methods including team meetings, conference calls,
  • email, instant messaging, and social media.
  • Aptitude and ability to learn to adapt quickly to new technology and business requirements in a fast paced, dynamic global environment.
  • Training team members in formal and informal settings.
  • Understanding of customer and technical support processes
  • Create and update documentation on new or changing processes
Required Skills:
  • BA/BS Degree (or equivalent experience)
  • 2+ years of experience in a desktop support function at a medium to large enterprise
  • Current knowledge of PC, Mac and mobile devices (iPhone/iPad, etc.), hardware/software and
  • general technology trends
  • Ability to juggle multiple projects/tasks across various user groups
  • Understanding of business processes and ability to translate business requirements into
  • application functionality
  • Excellent verbal and written technical documentation skills
  • Strong team player with service-oriented attitude and customer focus
  • Strong research and problem solving abilities are required
  • Must be self-motivated and able to work in a fast-paced environment
Additional Desired Skills:
  • Polycom and Video Conferencing solutions experience
  • Linux support experience
  • Knowledge of desktop security (anti-virus/anti-spam/firewall/patching/two-factor
  • authentication)
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