Northeast Shared Services

Customer Support

• Perform advanced hardware and software installation, configuration, deployment and troubleshooting of desktop computers and peripherals
• Demonstrate strong advanced computer hardware & business software solving skills
• Working knowledge and experience with Backup/Restoration, network structures and hardware
• Basic knowledge of TCP/IP networking, network services, and wireless networking
• Strong work ethics with the ability to self-motivate to work independently and in a team environment
• Work collaboratively with other members of IT to solve issues, maintain system and security standards
• Categorize, assign severity, and document all problems into the Service Now problem ticket system
• Provide resolutions within timeline rules established for each severity type
• Interface with second level support groups as applicable
• Dispatch field technicians for on-site repair as applicable
• Perform analysis of problem types and make recommendations for business improvements
• Provides on-call, after-hours technical support to internal and external customers when required
• Provide executive support for executives on site and at remote sites
• Document all PC software and hardware procedures
• Assist users in the operation of standard PC equipment and software including PCs, Printers, and peripherals as well as company standard email operation and support (Outlook, Outlook web-based email, etc.)

Desktop Support Specialist