Desktop Support Specialist

Level 3 Desktop Support Analyst

Robert Half Technology is seeking a highly skilled Level 3 Desktop Support Analyst for a client headquartered in Oak Ridge, Tennessee. This role is a long-term contract-to-hire position, 40 hours per week, and is on-site in Oak Ridge. This role is responsible for installation, configuration, monitoring, documentation, and troubleshooting of all desktop computers and mobile devices. This includes workstations, monitors, printers, and other peripheral equipment. The role also provides software and application support, incident response and tracking, assets deployments, and asset inventory.

Responsibilities:

• Manage the IT support needs of executive management and their administrative support staff. Must be available to be on-call.
• Provide feedback and guidance to more junior team members with the execution of the core tasks and responsibilities listed in the job profile task/responsibilities section of this document.
• Share knowledge related to industry best practices and standards with others across the team.
• Perform daily monitoring of the Helpdesk Ticketing System to ensure all requests are being responded to within the assigned SLA. Provide support per requests, investigate, and troubleshoot issues.
• Provide Tier 1 & 2 technical support for system users.
• Manage the Active Directory/Office 365 by creating, changing, and deleting user accounts per request.
• Repair and recover from hardware or software failures. Coordinate and communicate with impacted constituencies.
• Collaborate with the Desktop Engineering team to perform system and software testing procedures.
• Update assigned tickets and continuously coordinate necessary work.
• Advise management of potential risks that may have an impact on the IT environment.
• Assist in the management of Service Desk resources for optimal performance.
• Maintain professional demeanor and behavior at all times in all forms of communication.
• Perform other duties as assigned by the manager.

Requirements:

• Five years minimum of Desktop Support Experience
• Experience with AWS, Azure, and other cloud environments.
• Experience working efficiently in a team as well as independently and prioritizing tickets based on immediate needs.
• Experience with Mac iOS and peripherals.
• High School diploma required.
• Experience providing IT support in a Windows environment.
• Experience researching PC and software issues and products.
• Hands-on experience working with all types of hardware including laptops, desktops, and printers.