Desktop Support Specialist (KY, Lexington)

January 31, 2025

Job Summary:

The Desktop Support Specialist is a hands-on technical role, responsible for working with a team supporting, implementing and maintaining the organization’s IT infrastructure and applications.

This is a hybrid position in Lexington, KY.

 

Duties/Responsibilities:

  • Serve as the first point of contact for users/customers seeking technical assistance through the help desk system, address user tickets regarding hardware, software, peripherals and networking
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Direct unresolved issues to the next level of support personnel
  • Follow up with clients to ensure their systems are functional
  • Help create technical documentation and manuals
  • IT infrastructure installation, maintenance and support of hardware including managing all Desktop Support activities, email support, and administration of Telecom systems.
  • Implement and support users according to regulatory compliance, policies and procedures.
  • Respond to alerts from various monitoring applications providing a layered network security
  • Support peers on other projects and tasks while balancing regular duties
  • Record and respond to technical incidents and requests using the Service Desk ticketing system while adhering to performance goals
  • Implement and support existing and new applications and technologies entering the infrastructure
  • Provide prompt and courteous customer support to end users and troubleshooting activities (e.g., unlocking accounts, Service Desk ticket and queue monitoring, direct person-to-person troubleshooting, etc…)
  • Support third party vendor applications – installation, user setup and user support.
  • Contribute to the development and implementation of hardware and software standards for workstations, wireless technology, file & print services, etc.
  • Contribute to the development and implementation of ‘best-practice’ standards as well as departmental policies and procedures.
  • Help determine, recommend and implement hardware and software upgrades for business applications, desktop, laptop, etc.
  • Additional duties may be assigned such as planning, equipment staging, etc. as change occurs

 

Required Skills/Abilities:

  • Associates in Computer Science, relevant field, completion of appropriate technical course, or equivalent work experience
  • 3-5 years of related work experience in desktop support
  • Proven work experience as a Desktop Support Engineer, Technical Support Engineer or similar role
  • Hands-on experience with Windows/Mac OS environments
  • Working knowledge of office automation products and computer peripherals, like printers and scanners
  • Knowledge of network security practices and anti-virus programs
  • Demonstrated knowledge of Active Directory/AD Manager and O365 Admin Center required.
  • Ability to perform remote troubleshooting and provide clear instructions
  • Excellent problem-solving and multitasking skills
  • Customer-oriented attitude
  • Prior experience using the below preferred:
    • Service Now Ticketing System
    • VDI VMware
    • Manage Endpoint Central – Remote system, Computer patching,
    • PC Imaging
    • Knowledge base Documentation
    • Computer Inventory
    • Desktop Imaging and Deployment Skills, Basic PC Troubleshooting
    • Cisco AnyConnect VPN
    • Phone systems – Ring Central and FSN
    • Misc application management and support

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