Desktop Support Specialist

Vision Technologies is hiring a Desktop Support Specialist to support end users and an enterprise technical support team for desktop, hardware, and software issues at an onsite location in Research Triangle Park (RTP), NC.

Responsibilities

• Follow a controlled problem process including recognition, research, isolation, resolution, and follow-up steps
• Act as the focal point for customer concerns and provide end-user support across a variety of issues
• Identify, research, and resolve technical problems
• Receive and respond to technical support requests via telephone, email, and personnel requests
• Document, track, and monitor issues to support timely resolution
• Provide tier 2 support for end-user issues involving PC, server, or mainframe applications and/or hardware
• Coordinate with network services, software systems engineering, and/or applications development to restore service and identify core problems
• Simulate or recreate user problems to troubleshoot operating difficulties
• Recommend systems modifications intended to reduce recurring user problems
• Handle multiple work assignments using applied expertise across tasks
• Contribute to deliverables and performance metrics where applicable
• Perform desktop and laptop installation, printer installation, and video conference installation and setup
• Install patches and support software upgrades, including troubleshooting reported end-user hardware and software problems
• Plan, evaluate, and implement approved system changes and upgrades
• Provide tier 2 and tier 3 support for hardware and software problem resolution
• Support, monitor, test, and troubleshoot hardware and software issues for ORD computer systems
• Support computers connected to production networks, isolated lab networks, or stand-alone setups
• Troubleshoot and support operating systems including Windows 95, 98, Windows 2000, Windows XP, Windows 7, Windows 10, and Windows 11 desktop, laptop, and virtual workstation systems
• Support local and network printers and plotters
• Schedule repairs and install/configure workstations using approved images and additional approved software
• Install after-market hardware as needed to support user equipment functionality
• Move IT systems and peripherals to support office relocations
• Set up, initiate, and shut down video conferences between two or more sites
• Follow approved standard operating procedures and meet service level agreements
• Maintain and submit updates to asset management for equipment maintained
• Update the ticket tracking system as required
• Use approved instructions and pre-established guidelines to complete job functions
• Work under supervision and report to a team leader or manager
• May be required to work outside scheduled hours and at alternate locations
• May need to install third party vendor hardware to support user equipment functionality
• Provide a hands-on customer service approach and troubleshoot computers and peripherals

Requirements

• 2+ years of experience in a production networked environment supporting desktop imaging
• Experience with Microsoft Office 365
• Experience supporting Microsoft Windows XP, Windows 7, Windows 10, and Windows 11 workstations
• Experience supporting network and locally attached printers and plotters
• High School Diploma or equivalent education and 1 work experience in desktop systems support
• Microsoft SCCM/SharePoint and Bomgar familiarity
• Proficiency with MS Office products such as Word, Excel, and Office 365
• Experience with ServiceNow is desired
• A+, MCDST, and other Microsoft certifications are highly desired
• Relevant manufacturer certifications are desirable
• Public Trust clearance required (required to obtain)
• Familiarity with Video Conference systems setup and preparation is desirable

Technologies

• Microsoft Office 365
• Microsoft Windows XP, Windows 7, Windows 10, Windows 11
• Windows 95, Windows 98, Windows 2000
• Microsoft SCCM
• SharePoint
• Bomgar
• ServiceNow
• MS Office (Word, Excel)
• Virtual workstation systems
• Video conference systems

Security Clearance

• Public Trust clearance (required to obtain)

Special Skills

• Hands-on customer service approach
• Troubleshooting of computers and peripherals
• Good verbal and written communications skills
• Organized and self-motivated
• Ability to manage multiple priorities
• Ability to work productively independently or as part of a team
• Ability to work well with end users, IT team members, and department managers
• May need to install third party vendor hardware to support user equipment functionality
• Video conference systems setup and preparation familiarity is desirable