Desktop Support Specialist

Crystal Computer Consulting is currently seeking to hire a Desktop Support Specialist to join its growing team of IT professionals.  Interested persons can send their resume to krist@crystalcomputer.com or click here to apply online.

Statement of the Job

This position assists customers with technical support of all hardware, applications, and related technology. Support includes specification, installation, and testing of computer systems, software applications, mobile devices, and peripherals. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. The position utilizes one-on-one consultancy to end users and Crystal Computer Consulting staff. The employee in this position also assists in the maintenance and testing of network servers, software applications, and associated equipment. The position’s responsibilities require independent analysis, communication and problem solving. Work is performed with little supervision and requires initiative and judgment.

Experience and Qualifications Required

• Bachelor’s Degree in Computer or IT related area of study or equivalent preferred.
• Excellent interpersonal, oral and written communication skills.
• Good organizational, time management skills and the ability to multi task.
• Experience supporting a wide variety of hardware, software, mobile, and peripherals strongly encouraged.
• Working knowledge of Microsoft family of products.
• Customer service and conflict management skills are essential.

Duties and Responsibilities

• Contact staff as required to ensure timely resolution of support requests.
• Assists staff with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software.
• Coordinate with other IT staff and users to identify the need for new systems and/or recommend enhancements to improve IT operations
• Works with vendor support contacts to resolve technical problems with desktop computing equipment and software.
• Works with Network Operations staff as appropriate to determine and resolve problems received from clients.
• Works with Programming staff as appropriate to determine and resolve problems received from clients.
• Ensure desktop computers interconnect seamlessly with diverse systems including file servers, email servers, computer conferencing systems, application servers, database servers, and administrative systems.
• Monitor phone, email, and ticketing systems to guarantee timely resolution of support requests.
• Create, organize, and prioritize support tickets.
• Recommends and / or performs upgrades on systems to ensure longevity.
• Assesses functional needs to determine specifications for purchases.
• Ability to keep sensitive information secure.
• Monitor and resolve issues with backup/recovery operations
• Develop and maintain written instructional materials on internal and external systems.
• Communicate with and instruct novice and expert computer users relative to hardware and software support issues
• Answer users' inquiries regarding computer software and hardware operation to resolve problems.
• Install and perform minor repairs to hardware, software, and peripheral equipment, following design or installation specifications.