.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