IT Service Desk Specialist II bei DiGeronimo Companies

The IT Service Specialist II will support internal customers by providing high-quality, solutions-focused assistance. This role involves hands-on installation, maintenance, and security support for client hardware, including desktop PCs, laptops, mobile devices, telephony equipment, and peripherals. Additionally, the position includes delivering service desk support across the organization and performing administrative tasks for essential infrastructure and business applications.

Responsibilities:

• Act as an IT Ambassador:Build and maintain positive relationships with internal customers by providing proactive, service-oriented support.
• Deliver Advanced Troubleshooting:Perform in-depth troubleshooting for endpoint hardware and software issues, ensuring efficient resolution and documenting solutions in the ticketing system. 
• Focus on Customer Satisfaction:Engage directly with users, managing the Service Desk ticket queue to resolve incidents promptly and accurately, while ensuring thorough documentation of issue details and resolutions. Be able to identify and assign priorities and severity to incoming issues.
• Hardware and Software Support:Install, configure, and maintain user hardware, operating systems, network configurations, and applications, with a focus on security and optimal performance.
• Assist with Network and Application Support: Provide support for network infrastructure and key business applications as needed.
• Coordinate Support for Projects:Collaborate with team members and, as necessary, guide external contractors to support specific project goals.
• Contribute to Documentation and SOPs:Assist in creating and updating documentation and standard operating procedures to support efficient operations and knowledge-sharing.
• Manage Endpoint Security and Deployment: Deploy and maintain client PC images, package applications, and ensure all endpoints receive timely security updates.
• Inventory and Asset Management:Track and document hardware/software inventory in the Configuration Management Database (CMDB) and assess user requirements to aid in procurement decisions.
• Support IT Projects:Participate in IT initiatives, such as hardware/software upgrades and migrations, supporting smooth transitions and minimal disruption.
• Perform Additional Duties as Assigned: Flexibly assist with other tasks as required to support IT and organizational goals.

Qualifications:  

• Associate degree in Information Systems or related field, with Microsoft or A+ certification preferred. Minimum of three years relative experience.
• Essential experience in managing and provisioning Windows endpoints via endpoint management solution (Intune experience preferred).
• Familiarity with software packaging and deployment.
• Proficiency in Windows OS, client hardware, mobile device management, and Active Directory.
• Familiarity with TCP/IP networking, MSI/AppX/Win32 software packaging, and Microsoft 365 tools.
• Experience with Windows Autopilot deployment.
• Familiarity with account and group management in Active Directory and Entra ID.
• Functional knowledge of Microsoft 365 features and licensing, supporting collaboration technologies like Teams, OneDrive, and SharePoint.
• Strong problem-solving, documentation, and communication skills with the ability to explain technical concepts clearly.
• Self-directed with the ability to work independently with minimal supervision.
• Proven problem-solving skills in a timely and organized manner.
• Ability to multitask in a fast-paced environment.
• Willingness and ability to work outside of normal business hours, as well as periodic travel to other offices and job sites. This position will participate in an on-call rotation.

Working Conditions:

Work is frequently performed in an office setting with controlled climate. 

Physical Requirements:

This position primarily involves sitting for extended periods, working on a computer, and performing repetitive tasks such as typing and using a mouse.  Employees must be able to lift equipment up to 50 pounds frequently.  This position will frequently require sitting, standing, walking, and bending/twisting at the head and neck having adequate manual dexterity.  Occasionally, this position would require kneeling, crouching, reaching and bending/stooping at the waist in order to install equipment.  In order to perform this job satisfactorily, the individual would be required to satisfactorily speak, hear, and use technology requiring adequate near acuity, far acuity, depth perception, accommodation, color vision and field of vision. 

Why DiGeronimo Companies?

• Excellent Benefits:
  • Medical
  • Dental
  • Vision
  • FSA & HSA
  • Life Insurance + Optional Family Life Insurance
  • Short-term and Long-term Disability
  • Wellness Incentive Program
• Paid Holidays and PTO
• 401(k) + Company match
• Paid corporate training program
• Tuition Reimbursement
• Stability and a variety of different roles that provide a path to career advancement
• Family-owned and operated since 1956

DiGeronimo Companies is an Equal Opportunity Employer and we value workplace diversity and do not discriminate against any employee or applicant 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.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.