Desktop Support Specialist
: Job Details :

**Desktop Support Specialist**

New York / Technology / Full Time **Position Summary** Reporting to the Chief Technology Officer, the Desktop Support Specialist is responsible for providing software application and technical assistance within the company. This person will play a key role in diagnosing, troubleshooting, and resolving application questions and issues, providing overall IT support to our internal staff. The Desktop Support Specialist must be able to work independently in a high-volume work environment. + Manage relationship with external IT service partners

+ Manage IT assets such as employee laptops and a small collection of on-prem assets

+ Manage identity providers and implement SSO solutions

+ Address user tickets regarding hardware, software, and networking

+ Conduct remote troubleshooting

+ Report customer feedback and potential product requests

+ Help create technical documentation and manuals

+ Partner with People Operations to create a robust onboarding IT program for new hires

+ Follow preset SLA agreements to ensure closer and resolution of daily tickets

+ Follow up with users to ensure customer satisfaction

+ Interact and collaborate with many different teams to restore service, identify, and resolve issues, and document all resolutions

+ System support and maintenance. Includes account and user management for various web-based tools

+ IT Project and task-related functions (Includes data entry, equipment inventory, and hardware swap-outs)Perform other duties as assigned

+ Bachelors degree in Computer Science/Information Technology preferred, or equivalent working experience

+ Proven work experience as a Desktop Support Engineer, Technical Support Engineer, or similar role

+ Minimum of at least 4 years of experience IT support in a startup/fast-growing organization

+ Expert with Operating Systems, user hardware, and accessories, Office/Mac products, server management Skills, and, mobile device support

+ Experience with application support, hardware support, networking support, server, and infrastructure support, outage support, and assist with community service restoration

+ Must be proactive and a team player with the ability to prioritize competing departmental and individual needs

+ Excellent problem-solving and multitasking skills

+ Knowledge of network security practices and anti-virus programs

+ Excellent problem-solving and multitasking skills

+ Experience working in a scientific field

+ Experience defining and instituting new systems (e.g. SSO, ISTM solutions)