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IT Desktop Support Specialist
2 months ago
About the Role
The Desktop Support Specialist will be part of a highly technical engineering team responsible for providing technical support and maintenance for desktop computing environments within an organization.
This role will involve a unique blend of hands-on delivery providing technical assistance to end-users by troubleshooting hardware, software, and network-related issues. The successful candidate will be responsible for receiving, prioritizing, documenting, and actively resolving end-user requests.
The Desktop Support Specialist will work closely with the Vice President of Engineering & IT to ensure that all technical issues are resolved in a timely and efficient manner.
Key Responsibilities
- Provide first-line support for all IT-related issues and problems
- Provide technical desktop support to staff, including computers, laptops, printers, network patching, Wi-Fi, etc.
- Field and prioritize requests from end-users in a prompt and courteous manner and work to resolve them
- Escalate requests when required, to the appropriately skilled IT Level 2 or 3 resource
- Perform root cause analysis for Help Desk requests
- Provide configuration management and security compliance for software and hardware
- Apply diagnostic tools to aid in troubleshooting as and when required
- Perform post-resolution follow-up to ensure user satisfaction and proper problem resolution
- Maintain the IT Asset Register & IT Service desk
- Learn appropriate software and hardware utilized by TSA, such as MS Office applications
- Assist Systems or Database Administrators with IT requests
- Assist team members with tasks as required and outlined in the Project scope
- Develop and update standard operating procedures and documentation
- Complete service requests or incidents tickets in support of the business
- Maintain accurate inventory records for desktop hardware and software assets
- Track hardware and software lifecycles, plan for replacements or upgrades, and assist with procurement processes
- Design and implement security countermeasures when network vulnerabilities arise
What We Offer
- Attractive base salary
- Ongoing support and development
- Grow in a supportive team environment
- Health and wellness benefits
Requirements
- University or industry-recognized qualification in Information Technology
- The equivalent skills and experience through study or within other organizations
TSA conducts pre-employment checks throughout the Recruitment process, including police checks and two references checks. You may also be subject to further checks, including credit checks and working rights checks.
