Desktop Support Specialist

Job Title

Desktop Support Specialist

Job Description Summary

Resolve incidents escalated from first line support as well as the internal support team and assist end users with technology adoption within an assigned market. Incident resolution must be done in alignment with internal incident, change, configuration and project management processes while adhering to established Service Level Targets.

Job Description

POSITION PURPOSE

Resolve incidents escalated from first line support as well as the internal support team and assist end users with technology adoption within an assigned market. Incident resolution must be done in alignment with internal incident, change, configuration and project management processes while adhering to established Service Level Targets.

Responsible for but not exclusive to the following:

• Site Service Technician Scope:
  • Audio Visual equipment within the office space
  • Web Conferencing setup and monitoring for VIP executives
  • PC break fix support for the business within market
  • Facilitation of onboarding and off-boarding
  • Telephony break/fix support
  • Mobile phone configuration support
  • Mobile device support (IOS & Android)
  • Training end users on new technology and assisting with deployment
  • Manage data closet technology to agreed global standards
  • Assist remote support staff when additional resources are required
  • Maintain established service level agreements to meet customer expectations and quality standards
  • Additional desk top services activities defined as service improvement actions
  • VIP support

ACCOUNTABILITIES

• Daily work routines
  • Conference room technology health checks
  • Local office status reports
  • Perform coverage walk-arounds within an office or market
  • VIP and Exec Assistant check-in’s inclusive of White Glove Service
• Incident Management
  • Resolving incidents in a timely manner to meet the defined Service Level Targets.
  • Create accurate and clear resolution documentation within the incident ticket
  • Escalation of incidents to 3rd line support per guidelines established to support Service Level Targets
  • Participate in creation of ServiceNow knowledge articles detailing troubleshooting processes and procedures
  • Perform support functions to include setup of peripheral equipment, software installs and configuration, wireless and LAN configurations, and resolve access issues and other issues as required
  • Ensure onboarding, off-boarding, and asset management processes are followed
  • Ensure incident ticket quality standards are met to facilitate escalation to Tier 3 and can be used for queries by end users concerning the status of Incidents, Service Requests, and Changes (RFC)

• Problem Management
  • Assist with trend and root cause analysis
  • Identify and communicate problem trends found as part of incident resolution
• Technology Enablement
  • Conduct information sessions aimed to promote end user adoption of technology products and services
  • Educate clients on problem resolutions to minimize repeat requests and provide timely follow-up
• Project Work
  • Participate in, or provide feedback to project testing stages
  • Support projects as required for supported sites

MINIMUM REQUIREMENTS

• Bachelors Degree preferred
• College coursework or Associates Degree or equivalent experience; related computing field preferred
• 5+ years of technical experience in a large corporate environment
• Knowledge of IT processes, general controls, and project management and system development life cycles
• ITIL Foundation Level certification preferred or demonstrate knowledge of processes
• Industry related technical certificates are a plus or any similar combination of education and experience
• Excellent customer service skills
• Strong analytical and problem-solving skills
• Strong interpersonal skills required to interact with end user clients and team members across the organization
• Good organization skills to balance and prioritize work
• Ability to work independently and as part of a team
• Proficient with Windows OS
• Proficient with MS Office Suite (O365)
• Knowledge of enterprise ticketing system
• Working knowledge with Active Directory, Azure AD and Intune
• Experience with remote support tools such as LogMeIn, Teamviewer

The above-referenced position summary is a guideline designed to present an overview of job duties and is not intended to be a comprehensive list of responsibilities and requirements.

Cushman & Wakefield provides equal employment opportunity. Discrimination of any type will not be tolerated. Cushman & Wakefield is an Equal Opportunity / Affirmative​ Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other characteristic protected by state, federal, or local law.

In compliance with the Americans with Disabilities Act Amendments Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a position at Cushman & Wakefield, please call the ADA line at 1-888-365-5406 or email [email protected]. Please refer to the job title and job location when you contact us.