Desktop Support Specialist I (28459)

POSITION SUMMARY

Under limited supervision, is responsible for providing 1st level support of hardware, software, and operating systems for PC computing products. These duties are performed while meeting established departmental Service Levels and with exemplary customer service focus. The capability should exist to resolve problems of moderate scope where analysis of situations or data requires a review of a variety of factors and exercise of judgment within defined procedures and practices to determine appropriate action.

ESSENTIAL FUNCTIONS

• Install and configure operating systems on laptops and desktops. (Essential)
• Identify, troubleshoot, analyze, and resolve desktop computer problems. (Essential)
• Answer help requests in help desk ticketing system. (Essential)
• Escalate unresolved problems to Lead Desktop System Specialist or Manager. (Essential)
• Handle new computer imaging and maintain IT asset tracking system. (Essential)
• Install and configure local and network printers. (Essential)
• Keep IT facility organized and supplies stocked (Essential)
• Perform system administration for desktop solutions. (Essential)
• Assist third-party vendors to resolve various issues via remote sessions. (Essential)
• Monitor network access, address data security, password generation, and file access to forecast potential access risks. (Essential)
• Handle new user setup in appropriate systems. Generate and maintain user network IDs. (Essential)
• Monitor spam filter and respond to queries for release of blocked emails. (Essential)
• Review anti-virus reports and escalate concerns (Essential)
• Perform basic server administration tasks including setting up and verifying backups of infrastructure equipment such as firewalls, VPN, switches, Wap, etc. (Essential)
• Installation of software updates and service packs, preparing daily tape backup swaps, and prepare third-party offsite DR lock box pickup. (Essential)
• Ensure compliance of software licensing. (Essential)
• Administer and maintain end point security solutions. (Essential)
• Eventual takeover of phone VoIP system including setup of new users, voicemail password reset, etc. (Essential)
• May conduct training to educate an organization's computer users about basic and specialized applications. (Essential)
• Cross-train with existing IT staff to provide backup to employees within the department. (Essential)
• Comply with EBARA safety policies, including participation in and completion of all required safety training. (Essential)
• Maintain clean and safe working environment compliant with Ebara safety policies. (Essential)

POSITION QUALIFICATIONS

Competency Statement(s)

• The ability to perform the identified essential functions of the classification, including the operation of any machinery and/or equipment that is associated with performing the essential functions.
• The ability to perform the essential functions of the position in a cross-cultural, demanding, and dynamic environment.
• The ability to perform the essential functions of the position without posing a direct threat of harm to him/herself, others or property.
• The ability to adhere to EBARA personnel policies and practices, including the attendance and punctuality requirements.
• The ability to work well under pressure, meet multiple and sometimes competing deadlines, and at all times demonstrate cooperative behavior with colleagues and supervisors.

Education

• Bachelor of Science in Computer Science, related field, or equivalent experience.

Experience

• Two (2) - five (5) + year's work-related experience, preferably in an Information Technology environment.
• Working knowledge of general policies and procedures.
• Strong Customer Relations skills.

SKILLS & ABILITIES

• Working knowledge of MS Office products including Excel, Word, Outlook, and PowerPoint.
• Working knowledge of computer systems including database management, data security, application selection, software systems development, and systems maintenance.
• Strong relationship building skills with ability to collaborate and work effectively with internal colleagues and customer.
• Demonstrated teamwork and Organizational skills.
• Demonstrated excellent written and oral communication skills.