Desktop Support Specialist
Company: The ProSource Group, Inc.
Posted on: January 15, 2022
One of our clients in Princeton has asked us to assist them in a
search for a Level II Desktop Support Specialist. They want us to
help them find the very best talent available. This is a 12-month
contract position. There is a very good chance that this will turn
into a contract-to-hire scenario. A description of the position is
Candidates MUST be willing to work on-site Monday through
Candidates for this position must be fully vaccinated and be
willing to wear a mask while inside the client's buildings per
The Desktop Support Specialist will be responsible for providing
computer support to all internal employees in their use of
computers, applications, mobile devices. You will support employees
who work from a home office, offsite facilities, and our client's
mobile workforce. The candidate who fills this position will be
responsible for resolving client device hardware/software issues,
organizing inventory/assets, moving and setting up computers,
performing system builds, and troubleshooting. This person will
support local & remote meetings, be the technical lead to determine
the root cause of technical problems on issues that are identified
per the front line team/tickets, resolve tickets within SLAs, work
as a part of a fast-paced team, and strive for excellence.
This role focuses on root cause analysis, identifying patterns, and
ensuring proper triage, documentation, details, processes and
procedures are being followed, tickets are properly responded to
and proper communication and information are communicated to the
senior teams. You will also be asked to provide technical guidance,
coaching of other team members and documentation.
Provide mid-level desktop support assisting the infrastructure
teams, IT clients with hardware, software, and mobile device
questions, concerns, or issues by providing one-on-one resolution
to the client's satisfaction.
Answers and responds to IT support calls, walk-ups, service
requests, tickets, and e-mail support.
Deploy and Test computer images. Including all software and OS
installs and configurations.
Acts as an escalation point for external help desk service
Documents all support efforts in the ITSM system as per
Installs, tests, and configures workstations/laptops, software,
phones, peripheral equipment.
Troubleshoots and repairs hardware and software problems on
customer computers and peripherals.
Gathers appropriate data to escalate to higher-level technicians or
partners when needed.
Assist in assets management procedures, inventory equipment and
Active Directory/O365/RMM/Citrix/other portal consoles
Administration: Enable & Disable Accounts, Creation of Accounts,
Account Modifications, and password resets.
Ensures backup, recovery, and data restoration from
workstations/laptops for clients during upgrades or problem
Orders IT supplies including software, hardware, peripherals
devices, mobile devices, etc. as per procedures.
Supports and assists with projects and company initiatives as
Setup and Support: meetings, conferences, and events.
Train, coach, and provide guidance to the frontline teams.
Review current work instructions and documents and ensure
documentation is up to date
Assist in writing/developing/maintaining documentation
Assist in recommending/enhancing current processes and
Required Experience, Skills, and Education:
4+ years of progressive experience providing desktop support in a
Windows enterprise environment, using Microsoft Active Directory,
Windows 7 & 10, and Mac OS.
Must possess an excellent understanding and use of desktop/laptop
technologies including Windows 7 and 10, Office 2016/O365, Windows
Drivers updates and impacts, networking, wireless, encryption,
Excellent customer service.
Excellent in listening, troubleshooting, data gathering and
Strong proficiency with documentation and technical writing
Proven analytical and problem-solving abilities
Good organization skills and keen/accurate attention to detail
Strong written and oral skills / Ability to present ideas in
Strong research skills into PC issues and products as required
Good understanding of intermediate network support, VPN, desktop
firewalls, encryption, wireless troubleshooting, and cabling.
Understands graphs, charts, stats, and logs
Good understanding of telephony technology, VOIP, and mobile
Configuring MFP copiers and printers
Audio-Visual and meeting support
Facilities support for office equipment/furniture
Experience in a dynamic and fast-paced enterprise environment
Strong communication and follow-up skills.
For immediate consideration, please email an MS Word or PDF version
of your updated resume to Justin Williams at
email@example.com. Thank you for your time and
The ProSource Group, Inc.
Keywords: The ProSource Group, Inc., Trenton , Desktop Support Specialist, Other , Princeton, New Jersey
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