Description Desktop Support Level 3 professionals play a key role in providing advanced technical support and expertise to end-users within an organization. This position involves troubleshooting complex hardware and software issues, managing escalated incidents, and collaborating with other IT teams to ensure the efficient operation of desktop systems.Key Responsibilities:
Advanced Troubleshooting:
Investigate and resolve escalated technical issues related to desktop hardware, software, and peripherals.
Analyze complex problems, perform root cause analysis, and implement solutions.
Incident and Request Management:
Manage and prioritize escalated incidents and service requests from end-users.
Ensure timely resolution of issues, adhering to established service level agreements (SLAs).
Desktop Deployment and Configuration:
Lead the deployment and configuration of desktop systems, including operating systems, applications, and updates.
Develop and maintain standardized desktop configurations.
End-User Support:
Provide expert-level support to end-users, addressing their technical concerns and inquiries.
Conduct training sessions and create documentation to empower end-users in resolving common issues.
Collaboration with IT Teams:
Collaborate with other IT teams, such as network administrators and system administrators, to resolve complex technical issues.
Assist in the integration of desktop systems with other IT infrastructure components.
Software Patching and Updates:
Coordinate and execute software patching and update activities for desktop systems.
Ensure compliance with security policies and industry best practices.
Hardware and Software Evaluation:
Evaluate new hardware and software solutions, providing recommendations based on technical expertise and organizational needs.
Participate in the testing and implementation of new technologies.
Documentation:
Maintain accurate and up-to-date documentation of desktop configurations, procedures, and issue resolutions.
Contribute to the development of knowledge base articles for common issues.
IT Security Compliance:
Implement and enforce security policies for desktop systems to protect against malware, unauthorized access, and data breaches.
Participate in security audits and assessments.
Continuous Improvement:
Identify opportunities for process improvement in desktop support operations.
Stay updated on emerging technologies and industry trends to enhance desktop support services.
Requirements
Qualifications and Skills:
Bachelor’s degree in Information Technology, Computer Science, or a related field.
Several years of experience in desktop support, with a focus on advanced troubleshooting.
Relevant certifications, such as CompTIA A+, Microsoft Certified: Windows Desktop Administrator, or equivalent.
Strong knowledge of desktop operating systems (Windows, macOS) and common productivity applications.
Proficiency in scripting languages for automation (e.g., PowerShell).
Excellent communication and interpersonal skills.
Ability to lead and mentor junior desktop support staff.
Familiarity with ITIL framework and IT service management practices.
This job description provides a general framework and can be customized to align with specific organizational needs and industry requirements.Technology Doesn't Change the World, People Do.® Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more.All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.© 2024 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to Robert Half’s Terms of Use (https:///www.roberthalf.com/us/en/terms) .