Location: Charlotte,NC, USA
Job Summary
Working in support of business objectives and CRVA mission statement, the Desktop Support Specialist is responsible for day-to-day end user support, onboarding/offboarding, routine troubleshooting, and basic systems configuration and maintenance. The position will focus on providing a positive customer experience and continuously improving our processes, systems, and documentation.
Job Responsibilities
A. Essential Job Duties
* Installs and maintains hardware/software to include desktops, laptops, mobile devices, printers, and all related cabling.
* Performs limited network troubleshooting - mostly ethernet and wireless connectivity.
* Uses remote tools effectively to make support available to end users regardless of location.
* Utilizes helpdesk ticketing system to track support requests, provide timely status updates to end users, and document solutions.
* Handles mostly Tier 1 (and limited Tier 2) tickets escalating to other team members when necessary.
* Performs all aspects of new hire onboarding and offboarding to include new hire orientation sessions.
* Uses software deployment system to install and configure applications and automate patch management.
* Plays supporting role responding to cybersecurity incidents and network alerts
* Performs basic systems security and administration functions (managing Active Directory accounts, assigning basic file permissions, managing Office 365 mailboxes, etc.).
* Coordinates phone support, repairs, and replacement of leased devices and equipment
* Maintains department storage locations and manages inventory of supplies and accessories
* Adheres to CRVA policies and procedures.
* May perform other duties as required.
B. Consistently deliver the best in customer service. Model and be accountable ensuring that customers are always put first by living the CRVA Service Philosophy to deliver memorable customer experiences
C. Champion CRVA's mission, vision and core values and comply with organizations policies and procedures.
Scope of Responsibility
* This job may have periodic access to confidential data.
Supervisory Responsibility
* This job has no supervisory responsibilities.
Knowledge and Skill Requirements
* Excellent customer service, communication, and organizational skills
* Ability to learn quickly and teach new skills to end users
* Demonstrated analytical and troubleshooting skills
* Strong collaboration and conflict resolution skills
* Familiarity with both PC and Mac hardware and software
* Previous experience supporting users in Active Directory environment
* Experience using and troubleshooting Microsoft Office in network environment
* Solid grasp of computer and network fundamentals in a business setting
* Communicates effectively in person, in writing, via telephone and using remote support tools
Education and Experience
Associate degree or equivalent from two-year college or technical school; and one to two years related experience and/or training is strongly preferred; or equivalent combination of education and experience.
Physical Demands
* The employee must regularly lift and /or move up to 40 pounds.
* Specific vision abilities required by this job include close vision. While performing the duties of this job, the employee is regularly required to sit; use hands to handle or feel and talk or hear. The employee is frequently required to stand and walk.
Work Environment
* The noise level in the work environment is usually quiet.
Travel Required
* This job has limited travel requirements between CRVA venues
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed 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.
Our employee first culture requires engagement and engagement can't happen without the voices of many talented and diverse individuals charting our direction.
Diversity and Inclusion is a shared responsibility for every employee at the CRVA. We are committed to respecting, valuing, and celebrating the unique personal differences that make us a stronger organization. Diverse candidates are encouraged to apply.