Job Title

Desktop Support Specialist

Job Description Summary

Resolve incidents escalated from first line support as well as the internal support team and assist end users with technology adoption within an assigned market. Incident resolution must be done in alignment with internal incident, change, configuration and project management processes while adhering to established Service Level Targets.

Job Description

POSITION PURPOSE

Resolve incidents escalated from first line support as well as the internal support team and assist end users with technology adoption within an assigned market.  Incident resolution must be done in alignment with internal incident, change, configuration and project management processes while adhering to established Service Level Targets.  

Responsible for but not exclusive to the following:

Site Service Technician Scope:Audio Visual equipment within the office spaceWeb Conferencing setup and monitoring for VIP executivesPC break fix support for the business within marketFacilitation of onboarding and off-boardingTelephony break/fix supportMobile phone configuration supportMobile device support (IOS & Android)Training end users on new technology and assisting with deploymentManage data closet technology to agreed global standardsAssist remote support staff when additional resources are requiredMaintain established service level agreements to meet customer expectations and quality standardsAdditional desk top services activities defined as service improvement actionsVIP support

ACCOUNTABILITIES

Daily work routines Conference room technology health checksLocal office status reportsPerform coverage walk-arounds within an office or marketVIP and Exec Assistant check-in’s inclusive of White Glove ServiceIncident Management Resolving incidents in a timely manner to meet the defined Service Level Targets.Create accurate and clear resolution documentation within the incident ticketEscalation of incidents to 3rd line support per guidelines established to support Service Level TargetsParticipate in creation of ServiceNow knowledge articles detailing troubleshooting processes and proceduresPerform support functions to include setup of peripheral equipment, software installs and configuration, wireless and LAN configurations, and resolve access issues and other issues as requiredEnsure onboarding, off-boarding, and asset management processes are followedEnsure incident ticket quality standards are met to facilitate escalation to Tier 3 and can be used for queries by end users concerning the status of Incidents, Service Requests, and Changes (RFC)

Problem ManagementAssist with trend and root cause analysisIdentify and communicate problem trends found as part of incident resolutionTechnology EnablementConduct information sessions aimed to promote end user adoption of technology products and servicesEducate clients on problem resolutions to minimize repeat requests and provide timely follow-upProject WorkParticipate in, or provide feedback to project testing stagesSupport projects as required for supported sites

MINIMUM REQUIREMENTS

Bachelors Degree preferredCollege coursework or Associates Degree or equivalent experience; related computing field preferred5+ years of technical experience in a large corporate environmentKnowledge of IT processes, general controls, and project management and system development life cyclesITIL Foundation Level certification preferred or demonstrate knowledge of processesIndustry related technical certificates are a plus or any similar combination of education and experienceExcellent customer service skillsStrong analytical and problem-solving skillsStrong interpersonal skills required to interact with end user clients and team members across the organizationGood organization skills to balance and prioritize workAbility to work independently and as part of a teamProficient with Windows OSProficient with MS Office Suite (O365)Knowledge of enterprise ticketing systemWorking knowledge with Active Directory, Azure AD and IntuneExperience with remote support tools such as LogMeIn, Teamviewer

The above-referenced position summary is a guideline designed to present an overview of job duties and is not intended to be a comprehensive list of responsibilities and requirements.

Cushman & Wakefield provides equal employment opportunity. Discrimination of any type will not be tolerated. Cushman & Wakefield is an Equal Opportunity / Affirmative​ Action employer. All qualified applicants will receive consideration for employment without  regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other characteristic protected by state, federal, or local law.

In compliance with the Americans with Disabilities Act Amendments Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a position at Cushman & Wakefield, please call the ADA line at 1-888-365-5406 or email HRServices@cushwake.com. Please refer to the job title and job location when you contact us.