Desktop Support Specialist
Job Description
Harris is a 100% employee-owned company focused on solving today's complex challenges in planning, design, and construction of public infrastructure. Our offices and project sites span the West Coast in California, Nevada, and Washington with a staff of over 260 employee-owners. We focus on serving clients in the municipal, water, transportation, and education markets.If you're a driven professional looking for acollaborative environment,work that makes a difference,and a firm that invests heavily inyour growth, you could be a perfect fit for Harris & Associates.
Harris is looking for a Desktop Support Specialist to join our dynamic Information Technology team. The Desktop Support Specialist provides end-user support for assigned laptops, mobile devices, and telephone systems. S/he diagnoses, troubleshoots, and resolves basic and moderate technical problems. The incumbent operates under defined processes and procedures and makes decisions regarding short-term priorities and work activities requiring interpretation of guidelines, policies, and procedures.
Responsibilities & Duties
- Identifies, solves, and prevents the reoccurrence of technical problems affecting the Windows desktop OS, the applications installed on them, mobile end points and voice services.
- Responsible for basic work assigned from a problem or incident management queue or Service Request queue to final resolution.
- Provides information and explanation to end users on problem resolution and offers suggestions and advice to prevent similar issues if necessary.
- Reviews and investigates all IT related problems to determine cause and most appropriate solution.
- Keeps end user updated on status of open trouble tickets.
- Completes requests to install and set up new user physical and virtual desktops.
- Delivers packaged software installations as needed.
- Completes requests to install change phone setups, web and voice conferencing with occasional assistance from peers.
- Responsible for administration all the following end user support functions: physical and virtual desktop environments, telephone systems, remote desktop access, mobile end points, anti-virus, client firewall, thin client management, collaboration, incident management, application packing.
- Contributor to the education of End Use Support Team using knowledge base articles and knowledge transfer sessions.
- Identifies and documents resolutions and openly shares information across the team.
- Identifies opportunities for process improvements to the IT service delivery and represents the end user's perspective in policy improvement discussions.
- Participates in the IT service metrics gathering and delivery process to ensure our service level agreements are being met.
- Keeps abreast of new technologies in the enterprise desktop computer field by periodically attending seminars and/or training courses.
- Knowledge of: Windows OS, Microsoft 365 suite and administration, MS Teams administration.
- Required knowledge and skills would typically be acquired through a high school diploma plus technical trade school certification program(s) and the following:
- Minimum 3 years' experience in a professional services firm, A/E/C preferredin hands-on role for helpdesk, general IT support, or customer support supporting desktop systems, mobile device management solutions, and application support.
- Excellent analytical and problem-solving skills.
- Remote support and training experience required.
- Ability to manage time well in a fast-paced environment and prioritize tasks frequently.
- Abilityto interact with people, engage, communicate effectively (75% customer service role)
- Good with influence and change management skills.
- Expert level software / hardware skills required.
- Thorough and broad knowledge of end point operating systems platforms including Windows, IOS and Android
- College degree preferred, but not required(computer science/engineering/CM)
- Valid driver's license and good driving record
- Desktop operating systems, and office applications
- Wireless networks, and Mobile Device Management
- Computer security and operations applicable to business systems
The hourly rate offered for this position is $35-39/hr.Actual pay offered will be dependent on the experience and expertise of the incoming candidate.
In addition to base salary, we also offer:
- Medical, dental, vision, and life insurance
- ESOP
- 401K Match
- PTO, 8 Paid Holidays + "1 WorkAversary" paid holiday to celebrate you!
- Health & Well-Being Allowance
- Tuition reimbursement
- Flexible hybrid/remote work plans
Harris expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.
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