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Desktop Support Specialist

Company: Mitchell Martin Inc.
Location: Alpharetta
Posted on: May 14, 2022

Job Description:

This role provides technical support and consulting services on all IT related matters, including laptop and desktop hardware & software, peripherals, and desk and mobile phones. The successful candidate must be capable of providing optimum customer service to a wide variety of users through professional commitment and dedication. This candidate must also be able to adapt to change and learn quickly in a fast growing and highly dynamic environment.
What you get to do in this role:

  • Provide Level 2/3 technical support to the internal users of the organization. This includes incidents as well as service requests related to hardware and software
  • Determine and fix root causes rather than just treating symptoms
  • Record technical issues and solutions in our ticketing system
  • Maintain a troubleshooting tracking log ensuring timely resolution of problems.
  • Provide primary support on multiple applications such as MS Office, Outlook, Apple Mail, VPN clients, imaging software, and other applications.
  • Investigate and troubleshoot issues on multiple computer platforms: Windows, Macintosh, and mobile devices.
  • Administer and provision network devices including firewalls, WAPs, and switches
  • Develop and monitor policies for the use of network resources
  • Design, lead, and implement strategic IT projects
  • Deploy computers and software via multiple imaging systems
  • Ensure that resolutions of issues meet and/or exceeds clients' needs
  • Perform daily monitoring of ticket, system status, and antivirus tools
  • Maintain user and computer records in AD and Cloud systems like Office 365 and Okta
  • Create documentation of processes for IT team and end users to improve internal processes and increase end user self-service
  • Provide support for Zoom video conferencing

  • In order to be successful, we need someone who has:
    • 4+ years IT experience, including technical training
    • Committed to providing excellent customer service, follow-through, and ongoing communication to internal customers
    • Expert knowledge of Windows operating systems and Microsoft Office suite of applications
    • Knowledge and experience working with firewalls, WAPs, and switches from multiple vendors
    • Knowledge of network concepts, protocols, and services including IPSec, VPN, NAT, DNS, and DHCP
    • Knowledge of network security best practices
    • Knowledge of Macintosh platforms
    • Excellent with procedural and process oriented documentation
    • Ability to communicate clearly with technical and non-technical audiences, both written and verbally
    • Outstanding customer service and interpersonal skills
    • Excellent organizational skills and ability to prioritize tasks among many competing requests
    • Experience working in or supporting a call center or help desk environment
    • MCP, MCSE, or A+ Certifications a plus
    • Aptitude for learning
    • Strong communication skills and experience with working with team members in other locations
    • Good knowledge of various hardware types and form factors
    • Able to lift up to 50 lbs.

Keywords: Mitchell Martin Inc., Alpharetta , Desktop Support Specialist, Other , Alpharetta, Georgia

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