Desktop Support Specialist

The Desktop Support Specialist coordinates and executes technical support services to users of the organization's personal computer and telecommunications systems. They provide initial employee support for technical inquiries via phone, email, and messaging applications.

The Desktop Support Specialist works on assignments that are semi-routine in nature. They normally follow established procedures on routine work and require instructions on new assignments. They recognize the need for occasional deviation from practice and apply acquired job skills and organizational policies and procedures to complete assigned tasks.

Responsibilities

1. Ensure the daily operations of internal technology applications and equipment.
2. Respond to user problems for both software and hardware applications.
3. Perform installations, modifications and repairs on personal computers and peripheral devices.
4. Provide technical assistance and training to system users.
5. Install personal computer and associated hardware, software, and peripherals. Install software upgrades, perform minor programming, and run diagnostics on computer hardware, when required.
6. Troubleshoot software and hardware issues on laptops, desktops, tablets and/or smartphones.
7. Track hardware and software inventory.
8. Assess the nature of problems and resolve basic support issues.
9. Load and configure operation systems and applications such as word processing, database, and spreadsheet programs.
10. Log or record support tickets and/or cases.

Qualifications

Education and Experience:

• High School diploma and 2-5 years' experience or equivalent experience.

Knowledge, Skills and Abilities:

• Knowledge of PC/Network system practices is also required.
• Skills and abilities sufficient to perform the essential functions such as research, communication with employees and vendors, and technical skills (configurations, wiring, etc.) are required.
• Excellent written and verbal communication skills, including excellent listening skills to communicate clearly, concisely and effectively.
• Strong interpersonal skills, including conflict resolution with individuals in high stress situations.
• Self-starter, motivated and takes initiative; strong interpersonal and problem-solving skills; able to work collaboratively with all levels of staff to resolve problems and external partners to maximize performance, creativity, problem solving and results.
• Resourceful, diplomatic and professional; deliver outstanding customer service while maintaining a pleasant phone present; with strong analytic abilities, an attitude and work style that supports teamwork, collaboration and positive relationships.
• Follow all company safety practices, Standard Operating Procedures (SOP's) and policies. 

Preferred Qualifications: 

• Intermediate Knowledge of Windows Client Operating Systems.
• Intermediate Knowledge of Microsoft Office Applications.
• Ability to troubleshoot and repair PC hardware.
• Knowledge of core network services used by all desktops including internet, printing, et cetera.
• Other applications as defined by the ATCC.

Other Duties:

• Perform other duties as assigned.

Founded in 1925, ATCC is a non-profit organization with a mission to acquire, authenticate, preserve, develop, standardize, and distribute biological materials and information for the advancement and application of scientific knowledge.

ATCC is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.