Desktop Support Specialist

Leepfrog Technologies, Inc.

Overview

Leepfrog Technologies, Inc. provides its CourseLeaf software to over 300 of the nation’s most academically complex colleges and universities to manage their academic catalogs, curriculum, section scheduling, registration, and syllabi management.

The Desktop Support Specialist is responsible for providing desktop support services to employees, which will require frequent interaction with staff to set up, install, configure, and troubleshoot IT hardware and software. This individual is responsible for maintaining a hardware and software inventory as well as providing in-person and remote support to on-site and remote staff in satellite offices or elsewhere. The Desktop Support Specialist must have a comprehension of scripting in regards to Windows configuration and administration. Proven and effective proficiency with Windows 10, MacOS, and networking fundamentals is required.

Duties

·         Provide exceptional customer service and day-to-day technical support to employees.

·         Deploy, configure, and troubleshoot IT systems such as operating system images, software, desktops and laptops, as well as VoIP and other IoT/mobile technologies and devices.

·         Schedule and perform IT hardware and AV equipment installation, configuration changes, maintenance, and office or work area setup.

·         Provide support for IT hardware and software. This includes installing, replacing or upgrading software and hardware (system components, displays and other peripheral equipment), and backing up and restoring end-user data.

·         Perform general maintenance tasks and resolve problems immediately. Identify and articulate more complex issues to a higher level of support on the IT team or other departments, as well as third-party vendors.

·         Apply scheduled and out-of-band OS and software patches and upgrades; it will be necessary to sometimes work unusual hours to complete security-related remediation actions.

·         Maintain an inventory of IT related equipment, parts, and other materials.

·         Assist with the maintenance of records, which includes warranty and allocation for IT assets and software licenses.

·         Maintain logs related to reported issues and repair records.

·         Communicate highly technical information to both technical and nontechnical personnel.

·         Assist with planning, coordinating, and implementing network and system security measures to protect data, software, and hardware.

·         Research and recommend hardware and software solutions, including new acquisitions and upgrades.

·         Participate in the development of information technology and infrastructure projects.

·         Support fellow team members in meeting key performance indicators and metrics.

·         Contribute to and sometimes conduct training programs designed to educate employees about basic or specialized software applications and hardware.

·         Develop and maintain the most current product knowledge and new developments in technology.

·         Adhere to prescribed deadlines.

·         Able to work extended, evening, and/or weekend hours.

·         Other duties as assigned.

Skills Required

·         Excellent verbal and written communication. Able to clearly convey ideas across a wide range of internal and external audiences in a clear, concise, and professional manner.

·         Planning and management. Able to identify, organize, prioritize, and manage multiple projects.

·         Problem-solve in a changing environment. Analyze situations quickly and react appropriately with minimal supervision and a high tolerance of ambiguity in changing situations and requirements.

·         Strong work ethic. Be a self-starter with technical resourcefulness and dependability.

·         Teamwork. Able to interact and contribute effectively with others.

Qualifications

A bachelor’s degree plus a minimum of two years of experience, or equivalent combination of education and experience is required. Demonstrated experience in Desktop Computer Support is a plus. Customer service skills are required. The ideal candidate must be able to operate in an entrepreneurial, small company environment with the ability to adjust work schedule. Experience with any of the following is not required but highly beneficial: PowerShell and Visual Basic scripting, systems and software deployment with MDT or SCCM; enterprise patch management and security software; Windows Server 2012r2/2016/2019; Active Directory user management; VoIP/PBX phone systems; and/or network administration.

Physical Requirements

Work environment includes typical computer related noise levels and paper and equipment generated dust. Scheduled night and weekend work is required. Some out of town travel may be required. Learned physical skill is required for keyboarding and use of peripheral equipment. Must be able to regularly lift up to 40 pounds, occasionally lift up to 70 pounds.

Job ID: 70926

Posted 28 days ago

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