Desktop Support Specialist II

Desktop Support II

The Desktop Support II role is responsible for providing the Astreya user experience. From order tracking, accessories management, managing hardware and accessory deployment to front line users, conference room maintenance and behind the scenes user setup. Desktop Support roles enable over 70,000 staff around the globe. This is an introductory role to IT services.

Scope

• Works on assignments that are moderately difficult, requiring judgment in resolving issues
• Requires some instruction on new assignments and infrequent checks on daily work

Your Roles and Responsibilities

• Handle inventory and asset management, conference room preventative maintenance, and e-recycling
• Support a complex and fast paced environment focused on video conference rooms with outstanding attention to customer satisfaction
• Help to ensure audio and visual quality, troubleshooting any issues that may arise and any requests from meeting attendees
• Deploy and recover laptop and desktop images
• Perform customer support for over 70,000 users worldwide from IT accessory to workstation dressing
• Use ticketing systems to report individual work accomplishments and to track Service Level Agreements (SLAs)
• Utilize Inventory Data management software to maintain inventory accuracy and workflow
• Contribute to large scale global projects as needed
• Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position

Required Qualifications/Skills

• High school diploma or general education degree (GED) and 2 to 4 years' related experience and/or training; or equivalent combination of education and experience
• Exercises judgment within defined procedures and practices to determine appropriate action
• Excellent written and verbal communications skills
• Ability to work in a large team with minimal supervision
• Capable of providing an outstanding user experience
• Basic inventory or IT knowledge
• Interest in new technologies and IT career path

Physical Demand & Work Environment

• Ability to lift and carry 50 pounds or more of equipment safely, multiple times per day
• Must have the ability to perform office-related tasks which may include prolonged sitting or standing
• Must have the ability to move from place to place within an office environment
• Must be able to use a computer
• Must have the ability to communicate effectively
• Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers