Backfill Desktop support

<Overview>
Join our dynamic IT support team as a Backfill Desktop Support Specialist, where you will play a vital role in maintaining seamless technology operations across our organization. This position offers an exciting opportunity to provide expert technical assistance, troubleshoot software and hardware issues, and ensure optimal computer and network performance. As a key player in our IT infrastructure, you will support a diverse range of devices and systems, helping to keep our digital environment secure, efficient, and user-friendly. Your proactive approach and excellent communication skills will empower users and contribute to the overall success of our technology services.

<Duties>

• Deliver prompt and effective technical support for desktop computers, laptops, mobile devices, and peripherals across various operating systems including Windows, macOS, and Linux.
• Troubleshoot hardware failures, software glitches, network connectivity issues, VPN access problems, and security configurations such as firewalls and DNS settings.
• Manage computer assets through deployment, updates, maintenance, and decommissioning using tools like SCCM (System Center Configuration Manager) and BMC Remedy.
• Assist users with Active Directory account management, password resets, permissions, and user access issues within enterprise environments.
• Support network administration tasks including LAN/WAN troubleshooting, TCP/IP configurations, DNS management, and basic network security measures like firewall adjustments.
• Collaborate with IT teams on infrastructure projects involving Windows Server environments, ServiceNow ticketing system management, Jira incident tracking, and help desk operations.
• Maintain detailed documentation of incidents, resolutions, hardware inventories, and support procedures to ensure continuous improvement of IT services.

<Skills>

• Proven experience in providing technical support for desktop hardware and software troubleshooting.
• Strong understanding of computer networking concepts such as TCP/IP protocols, DNS management, LAN/WAN configurations, VPN setup, and network security fundamentals including firewalls.
• Proficiency with operating systems including Microsoft Windows (Windows 10/11), macOS, Linux distributions; familiarity with Microsoft Office suite is essential.
• Hands-on experience with IT support tools like SCCM for device management and BMC Remedy or ServiceNow for ticketing processes.
• Knowledge of Active Directory administration for user account management and permissions control.
• Ability to diagnose issues related to computer hardware components such as hard drives, RAM, motherboards; experience with mobile device support is a plus.
• Excellent communication skills to clearly explain technical solutions to non-technical users while delivering exceptional customer service.
• Analysis skills to identify root causes of recurring problems and implement effective solutions proactively. This role is ideal for motivated individuals eager to develop their IT support expertise in a fast-paced environment while making a tangible impact on organizational productivity. We value proactive problem solvers who thrive on collaboration and continuous learning!

Work Location: In person