Desktop Support Specialist

Job Description

Seeking an IT professional with advanced skills to provide high-touch customer service along with technical support to executive level and administrative support staff as necessary including problem recognition, research, isolation, resolution and follow through. Work cooperatively with cross-functional teams to provide technology support and services up to and including senior leadership.

\n

\n

Responsibilities:

\n

\n
• Respond to, or create as needed, Incidents, Tasks or forms for all work performed or needed.

\n

• Respond to and assist customers who reach out directly, making tickets for work performed.

\n

• Function as a proactive resource, addressing IT issues ahead of when customers could be impacted by them wherever possible.

\n

• Support hardware, software and/or services for approved desktop computing equipment, mobile devices and services, including installations and upgrades – as well as non-standard equipment for approved customers.

\n

• Deploy and maintain mobile equipment such as smartphones and tablets, including personal equipment for some C-suite executives.

\n

• Participate in on-call rotation supporting all executives, may be 24X7 for some C-suite executives.

\n

• Identify recurring issues, document as Problems and escalate to appropriate personnel

\n

• Keep management informed of potential issues including those with customers

\n

• Represent technical bridge between technology groups and business units

\n

• Make recommendations for and implement improvement in processes and procedures

\n

• Understand and follow Corning processes (Incident Management, Request Fulfillment, Problem Management)

\n

• Performs other related duties as assigned by management

\n

• Understand and apply the Priority Matrix. Strive to meet metric goals and avoid breaches.

\n

\n

Travel Requirements:

\n

\n
• Minimal – Domestic as needed by customer(s). International travel is possible due to being part of a global team.

\n

\n

\n

Education Requirements:

\n

\n
• Bachelor's Degree (minimum) or equivalent work experience and knowledge

\n

\n

Work Experience:

\n

\n
• Five plus years of experience in infrastructure and/or desktop support arena. C-suite experience preferred.

\n

\n

Requirements:

\n

\n
• Advanced technical troubleshooting skills

\n

• Ability to function effectively and quickly in stressful situations / circumstances

\n

• Fast response time to customers

\n

• Strong customer service/soft skills

\n

• Ability to multitask and come up with innovative solutions to customer problems quickly.

\n

• Strong remote support skills and familiarity with remote support tools

\n

• Outstanding interpersonal skills, able to explain IT matters in lay terms

\n

• Advanced knowledge of MS Office programs (Word, Excel, PowerPoint, Outlook, Teams), Windows and other Corning standard software and services

\n

• Strong mobile device technical troubleshooting skills (both iPhone and Android) and knowledge of how to perform data transfers and corporate configurations such as through Microsoft InTune.

\n

• Knowledge of home network wireless infrastructure (setup and support) as well as home internet provider assistance (ex. Spectrum)

\n

• Very strong attention to detail

\n

• Ability to work solo as well as with a team as a strong team player

\n

• Flexibility and adaptability

\n

• Creative problem-solving skills

\n

• Excellent organizational skills

\n

• Ability to build relationships, interact professionally and respectfully with all levels of the organization

\n

• Ability to accept and adapt to change, including support for new and non-standard items.

\n

\n

Desired Skills:

\n

\n
• Experience with C-suite executives

\n

• Leadership skills

\n

• Detailed knowledge of troubleshooting Windows, Mac, and mobile devices.

\n

• Innovative and creative problem-solving skills

\n

• Prioritization and scheduling

\n

• Flexibility with work schedule

\n

• Ability to lead a project

\n

• Ability to follow direction and proactively seek guidance when needed

\n

• Previous experience working in a corporate environment, particularly with C-suite executives.

\n

• Ability to manage own workload and set priorities with little supervision

\n

• Strong business ethics

\n

\n

Soft Skills:

\n

\n
• Positive attitude

\n

• Comfortable/Calm in high pressure environment

\n

• Self-discipline and motivation

\n

• Detail oriented

\n

• Results-oriented

\n

• Customer-service oriented

\n

• Ability and desire to learn new skills, accept and action feedback/coaching

\n

• Communicate verbally, in writing and through presentation to peers, supervisor and customers

\n

• Not afraid to seek help and ask questions to management chain for guidance

\n