Desktop Support Specialist

Columbia, MD

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Job Description

 

DESKTOP SUPPORT SPECIALIST - Columbia, MD

DYNIS LLC is a network infrastructure services company that specializes in the design, build, and maintenance of mission critical networks. We provide a full suite of information technology and network infrastructure solutions for telecommunications service providers and large enterprise networks. DYNIS LLC has established itself as one of the leading network infrastructure services companies focusing on engineering, furnishing, and installation (EF&I) services to wire-line and wireless service providers, federal and state government agencies, large businesses, and OEMs.

The success of DYNIS LLC is built on the talent and energy of outstanding people; DYNIS LLC possesses a proven reputation in the Telecommunications industry and it is because of the quality and expertise of our capable and valued employees.

 

General Summary:
 
The Desktop Support Specialist devises and executes the solutions for workstation hardware and software issues or for segments of more complex software problems. The position assists with the installation and support of new and upgraded workstation hardware and software and ensures the integrity and optimal operation of the hardware and software as assigned. This position assists with recommending, implementing and documenting new hardware and software solutions that improve the associate workstation experience. This also includes suggesting changes to existing policies and procedures or assisting with the creation of new policies or procedures to improve the overall customer experience.
 
Essential Functions
  • Provide quality desktop support to end users including support for hardware, software, printing, and applications.
  • Respond to inquiries from clients and help them resolve issues.
  • Have excellent judgment skills to be able to properly evaluate situations and immediately provide effective solutions.
  • Maintain a high degree of customer service for all support queries.
  • Must be computer literate and be familiar with common office productivity software.
  • Take ownership of user problems and be proactive when dealing with user issues.
  • Log all calls in the Help Desk tracking system.
  • Provide quality written communications and details of customer issues.
  • Support users in the use of computer equipment by providing necessary training/advice.
  • Evaluate more complex calls and determine when to escalate to relevant Tier 2 support teams
 
Other Functions
  • Remotely connect to customer PC to review and resolve issues; facilitate team support if necessary to achieve first call resolution.
  • Use SCCM tool and deploy software remotely to user's desktop.
  • Arrange for external technical support where problems cannot be resolved in house.
  • Write technical instructions for shared knowledge base used by other technicians and analysts to solve common and repeat problems.
  • Perform other duties, as assigned.
 

Skills/Requirements

 

Minimum Education, Experience Requirements
  • High School diploma or equivalent;
  • 2+ years progressive IT experience;
  • 1+ year of relevant work experience in a help desk/desktop support environment is required.
  • Demonstrated proficiency with use of a Microsoft Windows 7 desktop computer, and the full suite of Microsoft Office product applications.
Additional Requirements
  • Available to provide support as needed to 24/7/365 operations. 
  • Ability to lift 50lbs.
  • Minimal travel maybe required.
 

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