IT Service Desk Specialist

hace 2 semanas


Mexicali, México Advanced Energy Industries, Inc A tiempo completo

The IT Service Desk Support Specialist is responsible for installing, configuring, supporting, and maintaining Microsoft Windows server/desktop infrastructure. Troubleshoots escalated server, software, and hardware issues. The specialist recommends, schedules, and implements system hardware and/or software upgrades or repairs.

**ESSENTIAL RESPONSIBILITIES**:

- Performs day-to-day desktop/laptop and network administration duties to include installing, configuring, and troubleshooting desktop systems, printers, and peripherals in mixed Microsoft Windows environment
- Maintain passwords, data integrity, and file system security for the desktop environment
- Provide excellent customer service to end users by communicating all stages of progress in resolution of the reported problem.
- Works on software installation, update, and configuration as directed by ticketing system and Help Desk Supervisor and Manager
- Works independently on imaging, configuration, and placement of new PCs.
- Assists in maintaining and updating support information such as the PC Support Queue, PC inventory, Assets, PC loaners, etc. as directed by Help Desk Supervisor
- Maintain phone systems
- Works with Help Desk Manager and Helpdesk Outsourcer to determine daily/weekly priorities and to troubleshoot advanced technical problems
- Tests new software and operating systems and makes recommendations on deployments
- Participate in projects to improve the end user computing experience
- Directs advanced technical problems to the appropriate resource when necessary
- Be responsible for after-hours support

**WORKING CONDITIONS**
- Location: Mexicali
- Environment: Standard office environment; spends majority of the day moving throughout local buildings and helping users with PC problems at the user’s desk

**SPECIFIC SKILLS**
- Excellent customer service skills
- Bilingual English / Spanish
- Knowledge of PC hardware and peripherals
- Advance knowledge of Windows 10, and TCP/IP networking
- Proficiency in Active Directory, Office 365, networking concepts, anti-virus and security tools and PC hardware and software troubleshooting skills
- Excellent interpersonal, communication and organization skills
- Ability to work independently and communicate effectively with users and coworkers
- Strong project management skills, ability to set priorities and meet deadlines with flexibility
- Problem solving - the individual identifies and resolves problems in a timely manner, gathers and analyzes information skillfully.
- Ability to evaluate information and exercise good judgment in making decisions

**EXPERIENCE**:
**Essential**:

- Minimum of 2 years providing technical support in IT support role.
- Minimum of 2 years supporting Microsoft PC environment
- Minimum of 2 years’ experience in a related field with extensive technical experience.
- Experience supporting remote users utilizing VPN connectivity

**EDUCATION**:
**Essential**:

- Associates degree in Computer Information Systems

**Desirable**:

- A+ certification, MCP and Windows 10 certification


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