Desktop Support Specialist

The Desktop Support Specialist serves as a trusted technical resource to the Curio Wellness end-user community, providing (Level 1 and 2) troubleshooting and technical support with setup, installation, and maintenance for computing, office, A/V equipment and line of business software and applications.

ESSENTIAL DUTIES AND RESPONSIBILITIES: include the following. Other duties may be assigned.

• Serve as a trusted technical resource to the Curio Wellness end-user community
• Provide (Level 1 and 2) technical support with setup, installation, and maintenance of desktops, laptops, printers, iPhones, iPads, Android devices, tablets, hand scanners, A/V conference room equipment and line of business software applications
• Provide incident management service desk functions to end-users remotely and in-person
• Utilize the Go-To-Assist help desk ticketing system to manage incidents, tasks, and day-to-day activities.
• Assist (Level 3) as necessary with (Severity Level 1) incidents that impact entire end-user-community
• Installation, maintenance, and repair of desktop/laptop computing systems
• Support and administration of Windows 10 and limited Mac OS operating systems
• Troubleshoot desktop/laptop computer security issues.
• Support for collaboration tools such as Zoom, GoToMeeting, Microsoft Teams, etc.
• Diagnose, troubleshoot, and repair computing hardware and software applications
• Provide support for all standard productivity software (Microsoft O365 / Office Suite - Word, Excel, PowerPoint, Outlook; Microsoft Teams, etc.). Includes installation, troubleshooting, and end-user assistance and training
• Installation, configuration and maintenance of back-up and anti-virus software on all desktop/laptop operating systems.
• Complete imaging, software installations, and software upgrades.
• Educate and train professional administrative/operational staff on proper computing techniques, security awareness, and use of software applications.
• Assist in Active Directory account creation, system monitoring, triaging support tickets, and resetting end-user passwords.

Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Supervisory Responsibilities:

This position has no direct supervisory responsibility for others.

Education and Experience:

Bachelor’s Degree (BA, BS) in Information Technology, Systems and Network Administrator or like major or four (4) years of equivalent job-related experience.

Other Qualifications:

• Experience in administration, maintenance, and end-user support of Windows OS.
• Experience with Windows OS as both a user and administrator is desired
• Strong troubleshooting, analytical, and problem-solving skills
• Ability to work effectively and collaboratively as part of a team
• Excellent organizational skills
• Highly detail-oriented with strong document skills
• Ability to make connections between similar problems
• Excellent communications and interpersonal skills, including ability to build strong working relationships with end-users of diverse personalities and professional backgrounds.
• A strong customer service focus
• The ability to work independently, self-motivate, and to manage multiple conflicting priorities simultaneously is essential.
• Resourceful; ability to research hardware and software issues in a thorough manner.
• Ability to follow up on open items and complete tasks in a timely manner including meeting deadlines along with anticipating and addressing problems/delays.
• Flexibility in adjusting work schedule to accommodate priority needs, system downtime, and emergencies.
• Experience in installing, maintaining, troubleshooting, and using standard systems and software applications: MS Office Suite and Microsoft O365 (including Outlook); Share Point.
• Experience with enterprise-level help desk ticketing systems; ServiceNow highly preferred.
• Understanding of and experience with TCP/IP networking and related protocols.
• An understanding of desktop/laptop security tools and applications.
• The ability and desire to keep abreast of new technologies including computer software and hardware, smart phones, and peripheral devices
• CompTIA A+ , Microsoft Certified Desktop Support Technician (MCDST), Microsoft Certified Technology Specialist (MCTS) certifications a plus.

Curio Wellness is an Equal Opportunity Employer Curio Wellness is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

Must be 21 years old.

As a condition of employment, all Curio Wellness employees must comply with the State of Maryland requirements which include providing a copy of your fingerprints in the required format and consenting to an FBI Background Check.