DESKTOP SUPPORT SPECIALIST

Escondido, CA
$55,000 - $70,000

Support business IT operations and end users by troubleshooting and diagnosing support requests.  Serve as the first line triage and level 1 support for end users via phone, email or in person.  Work alongside other team members on various IT projects.

responsibilites

·        Provision, configure and support Windows computers, Android and Apple mobile devices, VOIP desk phones.

·        Excellent customer service skills with the ability to work and communicate professionally both verbally and written.

·        Provide remote support for enterprise environment including network switches, wireless access points, firewalls, and servers utilizing the enterprise ticketing system.  Manage there solution process and document actions accurately and in a timely manner.

·        Onboard and offboard users to include allocating and recovering PC and mobile devices as required as well as provide basic user training during IT onboarding event.

·        Engage with third party support vendors on behalf of end users to resolve support requests.

·        Configure and utilize monitoring tools to ensure high uptime for the environment.

·        Maintain and update documentation utilizing the IT Knowledge Base.

·        Occasional travel to local sites to provide on-site support including upgrades and installation of new systems.

 

REquirements

·        3+ years of relevant work experience in an Enterprise IT environment troubleshooting a wide variety of end-user issues including printer malfunctions, IP cameras, and mobile devices.

·        Demonstrated ability to communicate technical terms to non-technical users.

·        Demonstrated ability to manage projects, change priorities and respond with appropriate level of urgency to solve complex technical problems.  

·        Working knowledge and understanding of DNS, TCP/IP networking fundamentals, VLAN, routing, VoIP, SIP, Ethernet, Wi-Fi and RDP.

·        Experience with Windows Server 2008R2 – 2019, Windows 10-11, Microsoft Office 2016 & 365.

·        Experience working in an enterprise IT ticketing system and Remote Desktop Support Tools.

·        Working knowledge of PC hardware components.

·        Working knowledge of Active Directory, Microsoft 365 ecosystem including Azure Active Directory, Exchange Online, Teams, SharePoint, Power Automate, and OneDrive.

·        Conceptual understanding (ability to explain and provide examples) of virtualized server environment with failover clustering.

·        Conceptual understanding of Microsoft SQL Server.

·        Conceptual understanding of cybersecurity measures, such as multi-factor authentication, SSL certificates, disk/device encryption & public key infrastructure (PKI).

·        Conceptual understanding (ability to explain, recognize and provide examples) of common security risks including phishing, password re-use, social engineering and basic security mitigation actions associated with those risks.

·        Technical certifications (Microsoft, A+, Network+, Security+, etc.) highly desired.

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