Desktop Support Specialist II

Job ID Number

R4889

Employment Type

Worksite Flexibility

Job Summary

Job Description

We are looking for a Desktop Support Specialist II for a salaried, long-term opportunity that is fully onsite in Coopersburg, PA. As the Senior Desktop Support Specialist, you will be responsible for onsite management of conference room and printer support. You will work with client to provide proactive support for AV meetings, as well as regular daily support of conference room issues and printer issues. You will analyze call data and work with the team lead and client to continually improve processes. You will receive and resolve tickets escalated from the Level 1 Helpdesk and perform other IT related support activities as needed.

What You’ll Do

Help Desk Level 2 Support - Onsite

• Take call escalations from PC Help Desk Level 1

• More advanced troubleshooting skills for issues being seen

• Follow processes as required/defined

• Manage Loaner Equipment (laptops, iPhones, iPads)

• Identify Knowledge that needs to be created for Level 1 and 2 to follow

• Update existing knowledge as needed

Audio Visual (AV) Support - Onsite

• Provide proactive support for AV meetings held by Lutron (Executive MS Skype, MS Teams, GoToMeeting, & company-wide updates)

• Reactive support for Conference room issues requiring immediate attention

• Schedule time with all major conference rooms for walkthroughs

• Review and test room equipment for issues

Printer Support - Onsite

• Reactive support for printers and printer corrals requiring immediate attention

• Call printer servicing company for printers that are to be fixed

• Daily Printer corral walkthroughs (Look for printers in error and ensure supplies are stocked)

• Assist in management of auto-toner replenishment program

• Assist in deployment of printers (Pro-active replacements of older printers)

• Maintain printer assets in asset management

• Follow processes as required/defined

PC Technician

• Follow processes as required/defined

• Deploy hardware and software for new employees and contractors

• Retrieve equipment for departed employees and contractors

• Update computers in asset management

• Knowledge of Windows OS and MS Office Software

• Knowledge of macOS

• Leverage Ticketing system to fulfill requests and fix break/fix issues from users not solvable by PCHD 1 and PCHD 2

• Escalate to Client admins as needed

• Assist with walkups based on urgency, loaner requires, recycling processes for old equipment, and storage room maintenance

Process Improvement and Shift Left

• Identify and implement process improvements within CAI on-site team

• Shift work from Client team to CAI team

• Shift work from Client and CAI on-site team to off-site CAI Level I Help Desk

What You’ll Need

Required:

• Minimum two years IT-related experience with some AV-related experience.

• Awareness of ITIL Service concepts and practices.

• Experience with a Service Desk Ticket System

• Experience with PCs, laptops, tablets, phones and printers.

Preferred:

• ServiceNow Ticket System

• ITIL Version 4 Certification

• A+ Certification

Physical Demands

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards

• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.

• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor

#LI-JM1

Reasonable Accommodation Statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.accommodations@cai.io or (888) 824 – 8111.

Equal Employment Opportunity Policy Statement

It is the policy of CAI not to discriminate against any employee or applicant due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. Employees and applicants of CAI will not be subject to harassment due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.