Desktop Support Specialist

JOB SUMMARY:

This position requires a high degree of responsibility, technical aptitude, and customer service. The Desktop Support Specialist I performs a wide variety of tasks related to the support of all Vermont Mutual computers and related IT assets. The Desktop Support Specialist I is responsible for the daily and long-term support of all technology-related hardware and software within the organization at our Montpelier and Berlin locations. The individual will assist management in planning and executing strategic technology implementations across the organization. They will also be responsible for participating in IT projects while overseeing quality control of end user support and all IT Assets throughout their lifecycles.

DUTIES & RESPONSIBILITIES:

• Physically configure and deploy desktops/laptops and related resources.
• Maintain active inventory of non-deployed resources.
• Follow inventory tracking guidelines for all desktop-related Vermont Mutual Group assets.
• Accurate and timely entry of problems, resolutions (including date/time), etc. in support of maintaining our online Help Desk system.
• Display a positive attitude, provide exceptional customer service, and foster a strong sense of partnership between IT and the Vermont Mutual Insurance Group end user community.
• Assist in troubleshooting PC and peripheral hardware and desktop application software support.
• Assist in troubleshooting data communications problems from personal computers to hosts on the network.
• Assist in providing technical assistance to end users related to daily and assigned use; assist users in identifying sources of errors; recommend and perform remedial action.
• Assist Desktop Support Team in use of Network Tools to provide desktop/helpdesk support.
• Assist with maintenance of technical and procedural documentation on desktop hardware, software, etc.
• Work with outside vendors regarding service calls for software, failed equipment, and maintenance.
• Provide backup and support for all Help Desk and Desktop support functions.
• Performs other duties or special projects as required or as assigned.

SUPERVISION RECEIVED

General supervision is received from the IT Support Services Supervisor, or other senior staff member.

Qualifications

• An Associate’s Degree in Computer Science or one to three years of relevant computer support experience, or a combination of education and experience from which comparable knowledge and skills are acquired.
• Thorough understanding of Microsoft Windows Operating Systems in a network environment.
• Preferred: Microsoft Certified Professional and CompTIA A+ Certification.
• Experience supporting virtual desktops in a VMWare environment.
• Working experience with Microsoft Active Directory.
• Advanced knowledge of personal computer hardware and software applications.
• Advanced knowledge of help desk and desktop troubleshooting techniques.
• Experience with iOS and Android operating systems.
• Ability to identify potential network issues based on symptoms visible at the desktop level.
• Ability to analyze and evaluate procedures and problems and recommend effective solutions.
• Good planning, organizational, and time management skills.
• Ability to communicate effectively, both orally and in writing
• Ability to establish and maintain effective working relationships.
• Ability to deal effectively/courteously with a wide variety of company users who have varying levels of computer understanding and experience, as well as outside vendors and consultants.
• Experience supporting Mac OS X a plus.

Physical Demands/Working Conditions

• Office position with high frequency of keyboarding/computer work required.
• Lifting, bending, reaching, crawling, carrying, twisting, etc.
• Off hour and weekend work may be required.
• The work environment is representative of and typical of similar jobs in comparable organizations.

The salary range reflected is a good faith estimate of base pay for the position. In addition to base salary, this role is incentive compensation and benefits eligible, and individual salary will ultimately be determined based on individual experience, skills, qualifications and geographic location.