EASTWOOD | Desktop Support (Field Support) II

Position Summary:

Assists staff with technical support of desktop computers, applications, and related technology. Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. The position utilizes one-on-one consultancy to Majorel client end users and Majorel staff. The employee in this position also assists in the maintenance and testing of network hardware, servers and associated equipment. The position’s responsibilities require independent analyses, communication and problem solving. There is little supervision and requires initiative and judgment.

Overall Responsibilities:

• Assists staff with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines.
• Virtual desktop troubleshooting for remote staff.
• Perform laptop, desktop, printer and hardware setup and configurations
• Works with vendor support contacts to resolve technical problems with desktop computing equipment and software.
• Works with Help Desk and Operations staff as a level 2 resource to determine and resolve problems received from clients.
• Interact with numerous computer platforms in a multi-layered client server environment. Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers, and administrative systems. 
• Trains and orients staff on use of hardware and software.
• Recommends and / or performs upgrades on systems to ensure longevity.
• Works with procurement staff to purchase hardware and software.
• Assesses functional needs to determine specifications for purchases.
• Orders computer supplies.
• Assists in maintaining LAN/WAN and telecom systems.

Job Requirements:

Formal Education/Certifications

• Undergraduate degree in a relevant field or CompTIA A+ Certification
• Preferred – Microsoft Certified Desktop Technician certification
• Desired - ITIL Foundations v3 certification

Knowledge & Experience

• 1-3 years’ experience in desktop support
• Extensive experience supporting end users in a geographically-disperse, Microsoft-centric client-server environment
• Detailed knowledge of support-oriented tools and technologies, including incident/ticket management systems, remote support tools, and software deployment/distribution systems
• Solid working knowledge of current IT technologies across a wide variety of areas.

Skills & Competencies

The table below provides an overview of the skills and competencies as well as how the competency rank aligns with each level. 

The competency rankings below stipulate the minimum level of skill required for entry into each position. Expectations are that the individual will develop their skills while working in each position level.