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Desktop Support Specialist

Full Time – OMAHA, NE

Responsibilities:

  • You will be responsible for all day-to-day desktop support. You will report to the Director of IT, and will be responsible for:

  • Initial setup and ongoing support of Dell workstations, notebooks, and Apple laptops running OSX, Windows 10 and MS Office.

  • Provide first level desktop support and troubleshooting for Inflection’s users, opening and maintaining trouble tickets, assigning to other IT staff as appropriate.

  • Create and maintain end-user documentation, FAQs and desktop support portal self-service resources and websites.

  • Assist our Systems Administrators with network services such as Active Directory, DNS, cloud backups, networking, and group policy management

  • Administer user accounts and VPN access in our Active Directory environment, Google Apps, two-factor authentication and other Linux and Windows hosted applications

  • Procure and install end-user software, hardware and peripherals

  • Provide support for remote employees and support our remote offices

  • Administer our voice-over-IP (VOIP) user accounts and phones

  • Provide off-hours support and escalation via phone and remote access as required

  • Maintain system, change management, incident response, process and network documentation.

  • Produce weekly IT reports showing key performance metrics, trends and statistics

Qualifications/Character Traits:

  • 1-3 years experience with end user desktop support (Active Directory and/or OpenLDAP)

  • 1+ year of Administration experience in mixed Windows/Mac environments

  • Understanding of VPN and other remote access technologies

  • Familiarity with VMware products including Fusion and Workstation or similar such as Parallels

  • Excellent diagnostic and problem solving skills with both software and hardware.

  • Excellent interpersonal and customer service skills.

  • Must have great time management and prioritization skills.

  • Thorough understanding of desktop and notebook troubleshooting, maintenance and repair.

  • Ability to create concise and clear documentation understandable by end-users.

Desirable Skills and Experience:

  • Experience with Active Directory, AWS is a plus

  • Demonstrated experience running an organized and efficient desktop support as a leader or the sole person responsible

  • A+ certification or equivalent PC and Apple hardware troubleshooting experience.