The Desktop Support Specialist (DSS) assists UWSWPA employees, contractors, and other partners (End Users) with organization provided and supported hardware and software systems. The DSS receives reports of technology related concerns from End Users through in person interactions, telephone calls, email, and other electronic communications (e.g., instant messaging, chat, SMS), managing these requests using the service desk management ticketing system. The DSS identifies root causes for the symptoms reported, researches ways to remediate or mitigate these root causes, selects the most appropriate resolution, and coordinates corrections with the affected End Users. The DSS is responsible for installing, monitoring, and maintaining End User computers and related peripherals through the entire system life cycle. The DSS assists in the monitoring and maintenance of other technology systems and network infrastructure under the direction of other Information Technology (IT) staff.

Essential Functions

• Provide technology support to all End Users, across all departments and locations, on organization provided computers in person and using remote support systems during normal business hours

• Document, maintain, update, and resolve all received support requests in Spiceworks, the service desk management ticketing system

• Create, modify, and delete user accounts and credentials following documented procedures

• Assist onboarding new employees, including configuring and delivering a computer and orienting the employee to appropriate use of UWSWPA systems

• Assist with employee termination, including collecting and wiping the computer for reuse

• Use Microsoft Intune to identify and correct computer configuration and performance problems

• Use Carbon Black to monitor endpoint protection and resolve any configuration errors or address any malware infections identified

Additional Functions

• Provide technology support outside of normal business hours or on non-standard computers and technology platforms as approved by IT management

• Monitor and maintain network printers

• Develop and deliver training to End Users on the appropriate use of technology systems including but not limited to introduction of new features and capabilities

• Identify and recommend system changes, upgrades, or enhancements to improve IT or UWSWPA operations

People Management Responsibilities

• None

Financial/Budgetary Responsibilities

• None

Education and Experience

• Required:

Associates Degree in a technical field such as Computer Science, Information Science, Engineering, or equivalent

• Preferred:

Bachelors Degree in a technical field such as Computer Science, Information Science, Engineering, or equivalent

1 3 years as a Help Desk Specialist

Annual Salary

• Salary Grade: 103

• Salary Range: $36,900 - $43,400

Knowledge, Skills, and Abilities

• Required:

Problem solving and critical thinking

Verbal and written business and technical communications

Customer service

Microsoft Windows desktop

Microsoft Office (Word, Excel, PowerPoint, Outlook)

Computer hardware

• Preferred:

Microsoft on-line platforms including Exchange, SharePoint, and Teams

Microsoft Endpoint Management (Intune)

Microsoft Windows Server and Active Directory

Android/iOS mobile device support

Andar/360 or similar CRM platform

Sophos Endpoint Protection

Proofpoint Essentials

Certifications/Licenses

• Required:

Drivers license

CompTia A+

• Preferred:

CompTia Network+, Security+, and/or Cloud+

Microsoft 365 Certified: Modern Desktop Administrator Associate

Microsoft Office Specialist certification

Additional Microsoft 365 platform certifications (Exchange, Teams, SharePoint)

Physical Demands

• Light: Exerting up to 20 lbs. of force occasionally and/or up to 10 lbs. force frequently and/or a negligible amount of force constantly. Even when weight lifted is negligible, a job is rated light when: 1) it involves walking or standing to a significant degree; 2) it requires sitting most of the time but involves pushing and/or pulling of arm or leg controls; 3) it involves working at a production rate that requires constant pushing or pulling of materials.

Travel Requirements

• Occasional travel within the region via ground transportation

• Potential travel outside the region via ground transportation

• Potential travel outside the region via air transportation
  
  
  
  This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change; new ones may be assigned at any time with or without notice.