Desktop Support Specialist
Company: Mitchell Martin Inc.
Location: Alpharetta
Posted on: May 14, 2022
Job Description:
Summary:
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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