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he Deskside Support Specialist will work with the Manager of End User Services to drive the technical direction of the End User Experience. Also, as a member of the Deskside Support team, they will work to help keep the team resolving issues within the agreed upon service levels and to continue to root cause and prevent tickets from happening.

A Day in the Life

• All on-site support activities. (User moves and adds, conference room and digital signage support, executive concierge)
• Point of escalation for the service desk team and acting point of contact for Vendors
• Problem management - root cause analysis and problem creation to drive down tickets and improve the DSS processes
• Establishes and maintains a positive working relationship with all organizational departments to optimize working partnerships and communication
• Responsible for End User related change control activities as well as documenting and maintaining procedures according to departmental standards
• Other duties as assigned
  
  

Requirements

• BA/BS in Information Systems or related field preferred
• 2-4 years technical work experience, progressively advancing from entry level to advanced tier support
• Technical certifications preferred (CompTIA A+/Net+, ITIL V4)
• Knowledge of ITSM platform, ServiceNow preferred
• Experience with Networking, Microsoft Products (including M365/MS Office, Microsoft Teams and Microsoft Intune), and various IT systems (including a variety of WiFi-enabled devices)
• Knowledge of Active Directory concepts and administration
• Knowledge with Cisco Video conferencing and Microsoft Teams Rooms
• Experience working in a structured, process-driven environment
• Scripting, Packaging and Deployment knowledge for applications and operating system changes
• Experience supporting remote users
• Demonstrated problem solving ability and excellent customer service skills

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