Desktop Support Specialist

Description

Position Title: Desktop Support Specialist

Location: Coralville, Iowa (On-Site)

Reports To: Director of IT

Status: Full-Time, Non-Exempt, Hourly

Overview

Leepfrog Technologies develops CourseLeaf, the leading academic operations platform for higher education. More than 550 colleges and universities rely on CourseLeaf to streamline academic operations, helping institutions better serve millions of students.

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 regarding Windows configuration and administration. Proven and effective proficiency with Windows 10, MacOS, and networking fundamentals are 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, such as removal of e-waste, 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.
• Document/ update files for both the IT team and the internal site.
• 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.
• Facilitate employee onboarding, including building access.
• Contribute to and conduct training programs designed to educate employees about basic or specialized software applications and hardware.
• Able to work extended, evening, and/or weekend hours. Some out-of-town travel may be required.
• Other duties as assigned.

Requirements

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

These physical demands represent the essential functions of this job. Reasonable accommodations may be made upon request and in accordance with the Americans with Disabilities Act.

While performing the duties of this job, the employee is regularly required to communicate with others in person, by phone, and electronically, and to use a computer, keyboard, mouse, and standard office equipment such as a phone, printer, and copier. The work involves extended periods of sitting and viewing a computer screen, with intermittent standing, walking, and reaching. The employee may occasionally need to move or lift office materials weighing up to 50 pounds such as boxes, shipments, supplies, or other equipment.

Work is generally performed on-site in a standard office environment with a moderate noise level. Physical requirements for this role do not change for work completed remotely.