Desktop Support III

Desktop Support III at Edfinancial Services LLC in Knoxville, TN provides advanced desktop and peripheral support and serves as the highest escalation point on the Service Desk.

Responsibilities

• Provide advanced technical support within SLA timeframes for desktop hardware, software, and peripherals, addressing complex issues beyond the Help Desk scope.
• Diagnose and resolve operating system and application problems using remote support tools when needed.
• Assist end-users with software installation, configuration, and functionality, ensuring timely and effective resolution.
• Maintain accurate records of support requests, resolutions, and user interactions in the ticketing system, contributing to the knowledge base for future reference.
• Offer guidance and training to Level 1 and 2 support staff and end-users on software usage and best practices for maintaining system performance.
• Perform regular maintenance and upgrades on desktop hardware, including workstations, printers, and mobile devices, to ensure optimal performance.
• Collaborate with other IT teams such as network, processing, and systems to resolve cross-functional issues and ensure seamless service delivery.
• Ensure all systems comply with security policies and protocols, including timely patching and updates.
• Deliver exceptional customer service, demonstrating patience and understanding while addressing user concerns and technical issues.
• Identify and escalate unresolved issues to Team Lead, Supervisor, or relevant IT teams, ensuring proper documentation and follow-up.
• Assist in IT projects such as deployments or migrations by providing technical expertise and support as needed.
• Help manage IT inventory, including collecting equipment and ensuring compliance with company procedures and policies.
• Provide after-hours on-call support in accordance with the established policy.
• Execute other assigned tasks as delegated by IT Management.

Requirements

• Windows 10
• Active Directory
• Basic network knowledge; LAN, WAN, Wireless, VPN
• Mobile devices; Smartphones & Tablets
• MS Office applications (Outlook, Word, Excel, PowerPoint, Visio, Project)
• Virus and spyware removal tools and techniques
• Printer support
• Hardware support
• Excellent oral, grammatical, written, and multitasking skills

Technologies

• Windows 10
• Active Directory
• LAN, WAN, Wireless, VPN
• MS Office applications (Outlook, Word, Excel, PowerPoint, Visio, Project)
• Remote support tools

Role overview

The Desktop Support III delivers advanced technical support and troubleshooting for desktop systems, applications, and peripherals. It ensures efficient resolution of complex user issues, enhances the overall user experience, and supports the stability and security of the IT environment. By collaborating with other IT teams and maintaining clear documentation, this role serves as the top escalation point on the Service Desk.