Desktop Support Specialist

Overview Leepfrog Technologies, Inc. provides its CourseLeaf software to over 450 of the nation's most academically complex colleges and universities to manage their academic catalogs, curriculum, section scheduling, registration, and syllabi management. The Desktop Support Specialist is responsible for providing desktop support services to employees, which will require frequent interaction with staff to set up, install, configure, and troubleshoot IT hardware and software. This individual is responsible for maintaining a hardware and software inventory as well as providing in-person and remote support to on-site and remote staff in satellite offices or elsewhere. The Desktop Support Specialist must have a comprehension of scripting in regards to Windows configuration and administration. Proven and effective proficiency with Windows 10, MacOS, and networking fundamentals is required. Duties Provide exceptional customer service and day-to-day technical support to employees. Deploy, configure, and troubleshoot IT systems such as operating system images, software, desktops and laptops, as well as VoIP and other IoT/mobile technologies and devices. Schedule and perform IT hardware and AV equipment installation, configuration changes, maintenance, and office or work area setup. Provide support for IT hardware and software. This includes installing, replacing or upgrading software and hardware (system components, displays, and other peripheral equipment), and backing up and restoring end-user data. Perform general maintenance tasks, such as removal of e-waste, and resolve problems immediately. Identify and articulate more complex issues to a higher level of support on the IT team or other departments, as well as third-party vendors. Apply scheduled and out-of-band OS and software patches and upgrades; it will be necessary to sometimes work unusual hours to complete security-related remediation actions. Maintain an inventory of IT-related equipment, parts, and other materials. Assist with the maintenance of records, which includes warranty and allocation for IT assets and software licenses. Maintain logs related to reported issues and repair records. Communicate highly technical information to both technical and non-technical personnel. Assist with planning, coordinating, and implementing network and system security measures to protect data, software, and hardware. Document/ update files for both the IT team and the internal site. Research and recommend hardware and software solutions, including new acquisitions and upgrades. Participate in the development of information technology and infrastructure projects. Support fellow team members in meeting key performance indicators and metrics. Contribute to and sometimes conduct training programs designed to educate employees about basic or specialized software applications and hardware. Develop and maintain the most current product knowledge and new developments in technology. Adhere to prescribed deadlines. Facilitate employee onboarding, including building access. Contribute to and conduct training programs designed to educate employees about basic or specialized software applications and hardware. Able to work extended, evening, and/or weekend hours. Some out-of-town travel may be required. Other duties as assigned.

Created: 2024-10-30