Desktop Support Specialist

The Desktop Support Specialist position at West Music requires a motivated professional with excellent customer service skills, troubleshooting/problem solving abilities, and who is a team player. Our Desktop Support Specialist will support employees company wide as the initial point of contact by gathering and analyzing information to answer basic questions about installation, operation, configuration, customization, and usage of assigned products to determine the best way to resolve their problem. These vital behind the scenes activities allow us to meet our mission of encouraging people of all ages and abilities to: Play now. Play for life.

Essential Duties and Responsibilities include but are not limited to the following:

• Monitor help desk including e-mail requests, answering telephone calls, and ticket management.
• Manage directory services related to user rights and permissions, email distribution groups, and security controls.
• Perform basic and complex troubleshooting. Will solve the majority of T1 helpdesk issues and will collect and direct information to appropriate individuals for escalated issues.
• Contribute to the IT task list to ensure that all tasks are handled in a timely manner.
• Document policies and procedures so that they may be implemented consistently.
• Evaluate end user requirements for equipment needs, work with vendors through the quoting process, and complete the ordering process as requested.
• Research and implement new technology as requested.
• New employee orientation and training regarding equipment, security, email, and network resources.
• Manage the printer and copier fleet including configuration, working with vendors for maintenance and repairs, maintaining supplies, and troubleshooting end user setup issues.
• Assist with patch management by testing and deploying security and software version updates to company computing assets.
• Mobile device management including device configuration, troubleshooting, monitoring usage, and working with wireless carriers as needed.
• Assist with special tasks and duties as assigned

Job requirements:

• An Associates degree or certificate in Computer Science, PC/network support, engineering or a related field or equivalent experience.

• Minimum of three (3) years professional experience working with desktop hardware and software in a managed workstation environment.

Key competencies:

• Service Focused – strives to always deliver great service to customers and co-workers by using effective listening skills, strong interpersonal and communication skills.
• No detail is too small – pays close attention to detail and accuracy, even when busy.
• Self-motivated – a "can-do" attitude with a desire to take on an increasing level of responsibility and a drive to meet project deadlines.
• Organized – can manage multiple tasks at once and ensures everything gets done in a timely manner.
• Team Player/Collaborative – people focused with the ability to develop effective working relationships with co-workers and customers. You will be in an environment where the expectation is to ask for help when you need it, and to seek out opportunities to assist others in meeting the customer needs.
• Flexible – thrives in a fast-paced environment; doesn't get frustrated by evolving priorities or work assignments; open to feedback.

West Music is an equal opportunity, equal access employer committed to a diverse workforce. The above information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.