IT Desktop Support Specialist

Job Title:  IT Desktop Support Specialist

Company:  AISIN North Carolina

Department: IT

Location: Durham, NC

Position Summary

The IT Desktop Support Staff Member is responsible for IT support to end users for servers, computers, printers, routers, switches, firewalls, phones, smartphones, software deployment, security updates and patches. 

Position Responsibilities

The incumbent is expected to perform the following functions that the company has determined are essential to this position:

• Administer and maintain servers, desktop/laptop computers, printers, routers, switches, firewalls, phones, smartphones, software deployment, and security updates and patches.
• Review action and resolve IT service requests assigned and document the resolution and action taken.
• Support LANs, WANs, network segments, internet, and intranet systems.
• Maintain network and system security at the end user interface point.
• Ensure network connectivity throughout the company’s LAN/WAN infrastructure meets end user needs and communicate to IT senior staff.
• Repair hardware or network with service vendors as necessary to ensure continuity of service.
• Provide sustainment, support, and the installation, configuration, and maintenance of the software and hardware being used by the end users.
• Ensure that all tickets are completed within the designated time frame.
• Maintain high service delivery metrics and positive feedback.
• Maintain a positive relationship between the IT department and external service and hardware vendors to ensure service is received efficiently and effectively.
• Maintain technical knowledge of IT functions that are under the support of the IT desktop staff.

Required Skills and Abilities

Essential Skills and Experience:

• 0-2 years of experience in an IT or related role.
• Demonstrate experience and success with supporting end users and Tier 2 troubleshooting problems.
• Demonstrated track record of excellence in customer and/or end user support.

Education/Training/Certifications

• Bachelor’s degree in Technical field or equivalent experience.
• Must be certified in MCSE, CompTIA A+, Network+ or equivalent experience.

Travel Requirements

• Approximately 0 %
• Must be willing and available to travel to such locations and with such frequency as is necessary and desirable to meet business needs. 

Work Environment Requirements

With reasonable accommodation:

• Must be able to operate a personal computer, telephone, and other office equipment.
• Must perform job duties onsite, when necessary, except those duties that are customarily or by their nature performed offsite (for example, offsite customer visits).
• Must be able to work effectively in a fast-paced environment.
• Must be able to work on multiple assignments at once, and complete assignments within deadline and budget (if applicable) with satisfactory quality.
• Must be able to operate as an effective team member.
• Must be committed to a high standard of safety and be willing and able to comply with all safety laws and all company safety policies.

Attendance/Work Hour Requirements

• Must maintain an acceptable attendance record.
• Must be willing and available to work weekends and holidays as necessary and desirable to meet business needs.