Desktop Support Specialist

CompanySDI Presence LLC is an IT consultancy and managed services provider (MSP) that leverages its strong team presence to advance our clients to a secure digital enterprise. With a 28-year corporate resume, SDI delivers strategic managed services, IT consulting, and hybrid multicloud infrastructure solutions to optimize our clients' technology environments. SDI is NMSDC-certified, with a portfolio of clients that includes some of the nation's largest airports, utilities, commercial real estate portfolios, and government agencies. SDI is backed by Abry Partners, a Boston-based sector-focused private equity firm with $5B under management and more than 30 years of experience in the technology market. Visit us at and connect with us on TWITTER and LINKEDIN.Although we list out what we generally look for in this job description, we are very likely missing other attributes and skills that you have that could make you a great fit but are not currently listed. The point we're getting at is it doesn't hurt to take a chance and apply!SummaryThe Desktop Support Specialist is responsible for installing, configuring, troubleshooting, and maintaining the Microsoft Windows desktop and notebook computers and peripherals. The Desktop Support Specialist will report to the Internal IT Manager and team lead and will work closely with other members of the technology department to support all end users.ResponsibilitiesRespond to new IT Support incidents and requests, prioritize, and document issues and resolutionsRespond to tickets and complete detailed responses in ticketing systemRespond to end user issues in a timely manner per SLA requirementsPerform DesktopHardware installs and movesHardwareDesktop Repairs, replacements, and basic software configuration such as OS installations and driver configurationsSupport MS Office products and O365 applications, and other software applicationsSupport Microsoft Edge, Chrome and FirefoxInstallation and configuration of printersTroubleshooting end-user problems with various desktoplaptop issuesRemoving threats (virus, malware, etc.)Tracking assets, and documenting software purchasesBasic network configurations in Windows (DHCP configuration versus static IP addresses)Work with the Operations Manager, Technical Project Manager and Team Lead in handling other miscellaneous IT projectsRequirements3+ years of basic knowledge of desktop hardware, and the ability to install or replace hard drives, additional PCI cards, power supply units, RAM, andor other peripheralsKnowledge of PC imaging and cloning technology (Windows Deployment Services, SCCM OSD, Macrium)Familiar with BitLocker encryptionSolid understanding of how to install the Windows OS (10) and configure with necessary driversFamiliar with Active DirectoryMust be familiar with antivirus tools and have an understanding of how to use malwarespyware scanners and removal toolsKnowledge of ethernet cables and how to terminate them, and install the corresponding data jacks (not a requirement as this can be taught, but it's a plus if already known)Basic knowledge of Microsoft Office Suites (e.g. manipulating spreadsheets, setting up Outlook calendar invitations, PowerPoint slideshows, etc.)Must be able to work with other employees and end users to provide support in a timely, and friendly mannerStrong multitasking skills (e.g., starting a hard drive image, and while that runs installing drivers for a printer install or performing other documentation procedures)The ability to work both autonomously and as a member of a teamA+ certification (nice to have)College degree preferredAccess to a personal vehicle a plus to travel to satellite facilitiesAbility to perform routine and emergency PC maintenance during non-business hoursOther DutiesPlease note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. Equal Opportunity Employer StatementSDI Presence is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. SDI Presence makes hiring decisions based solely on qualifications, merit, and business needs at the time. Staffing FirmsSDI Presence does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between SDI Presence and the recruitment agency or party requesting payment of a fee.

Created: 2024-10-24