As a Desktop Support Specialist, you’ll be doing bench repair, handling inventory management for some partners, and completing onboarding and offboarding of users. You’ll be a critical part in making sure equipment is set up, ready to go, delivered on-time, and keeping it updated in inventory. Having the necessary skills to configure, troubleshoot, and deploy management tools on hardware is key and sometimes may require on-site deliveries to partner sites. Being the subject matter expert of Windows, Apple OS, Microsoft Office, and other applications will be necessary. You may also be called in to assist with general service desk requests as needed, and some of your workload will be on OWG’s systems, such as deploying, implementing, and supporting our internal tools, or IT support tasks.
Reporting to our Service Manager, you’ll be part of a ~20 and growing team that’s made up of other specialists and engineers with varied experience. You can expect a lot of communication amongst the team throughout the day. There will be someone to help you through situations that you may not be familiar with and jump in to help when your skills are needed. You’ll be able to jump in for other learning opportunities, too.
We have daily huddles, where we discuss client issues and debrief tough ones that were encountered so that everyone can learn from the experiences. We have bi-weekly team calls to discuss partner success and internal process improvements. You’ll have a mentor to help guide you through any new technologies.
For the first few weeks, you’ll learn about our systems and get a good understanding of how we deliver IT services to our partners. You’ll get familiar with the technology tools and core processes we have in place. A big part of your initial training will be to learn how our ticketing processes work so that those become second nature. You’ll shadow senior engineers to see how they function and get a feel for the workflows.
Before you start taking a part hardware, we will have you do some phone training, where we include you in some mock calls to get you comfortable with taking to our partners and to practice using our ticketing system, in conjunction with other resources we have available to you. All this training will help you get a better feel for any troubleshooting you may come across as well as assessing potential issues and diving into processes. You’ll need to talk regularly with our partners, keeping them abreast of any inventory issues or related items regarding onboarding or offboarding.
More about OWG!
Quite simply, we put our employees and partners FIRST! How do we accomplish this? We always work to maintain an environment where we can build careers (not just jobs) for our employees and long-lasting relationships with our partners. We love to learn. We love efficiency. Most of all, as we grow, we love to collaborate to accomplish our goals as an organization.
We have fun with regular happy hours and team dinners. There is a committee of your peers that plan company outings (with some travel available for those who want to participate). Our environment is relaxed, casual dress every day. We don’t burn out our staff since we target 75% utilization, in fact, we are highly protective of our team’s work-life balance and quality of life. Yes, we walk out the door at 5:30pm every day (ok, there may be the occasional team member that sticks around to finish something up, but that’s an exception not a rule). Oh, and we actually like each other around here!
Now what about you? Do you have the necessary skills for OWG?
Education and Soft Skills:
- Microsoft Technology Associate – A+ Certification, Apple (ACSP), ITF+ – desired not required, with plan to obtain
- Excellent oral and written communication skills
- Exceptional analytic and problem-solving skills
- Ability to work independently with minimal supervision and successfully with an integrated support team
- 2+ years supporting Microsoft Windows 10/11; Microsoft Office 2016 – Office365; Spyware and Antivirus software
- 2+ years experience upgrading and repairing PC desktop/laptop computers; Mac experience a plus
- Punctuality and attendance must be excellent.
- Maintains knowledge required to perform the Desktop Support position.
- Works effectively with other members of the organization to troubleshoot client issues.
- Participates in developing procedures and suggesting improvements to existing procedures.
- Acts as an advocate for partners within the organization.
- Document solutions to incidents and be willing to share those with the team.
- Effectively escalate issues and follows up to make sure that our partners are satisfied.
- Document all contact with partners or vendor support in our trouble-ticketing application (ConnectWise).
- Updates all information within our knowledge base as appropriate.
- Must be in the office 4 days a week, with one day allowed to work remotely (additional remote days may be considered, so if you are unable to meet this requirement, this role may not be for you)
- Available for onsite needs at partner sites
- Cover rotating on-call shifts (every 8-10 weeks with compensation).
- Must have or have access to regular, reliable transportation.
How to Apply:
To apply for this job, send your resume to email@example.com.