MDA Edge

L2 Tech Support - Site Migrations || Desktop Management Specialist – Infrastructure Services

Durham, NC

11 days ago
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Summary

About the Role: We are seeking a highly skilled and experienced Desktop Management Specialist to join our Infrastructure Services (IS) team. The ideal candidate will bring over 7 years of expertise in desktop management, IT support, and service delivery, demonstrating technical acumen and exceptional problem-solving abilities in a dynamic, fast-paced environment.
Job Locations:
  • Asheville, NC
  • Durham, NC
  • Dallas, TX
Key Responsibilities:
  • Provide break/fix support for desktops, laptops, and peripherals.
  • Re-image devices and reinstall/configure applications as required.
  • Troubleshoot Windows OS, hardware issues, and enterprise applications.
  • Collaborate with third-party vendors to escalate and resolve hardware issues.
  • Document issues and resolutions in IT service management systems (e.g., ServiceNow, Remedy).
  • Install and configure desktops, laptops, mobile devices, peripherals, and associated software.
  • Provide technical support for on-site and remote users, addressing queries and resolving incidents.
  • Manage the ticket queue to ensure timely resolution in compliance with SLAs.
  • Develop and maintain standard operating procedures (SOPs), knowledge base articles, and technical documentation.
  • Coordinate with Level 3 support teams for enhancements, maintenance, and upgrades.
  • Provide IT support for events, meetings, and disaster recovery scenarios.
  • Ensure end-user support for O365, Active Directory, and related networking functionalities.
  • Oversee application support and ensure seamless system upgrades/refreshes, maintaining configuration integrity.
  • Support printer network setups, driver installations, and device repairs through vendor coordination.
Required Skills and Experience:
  • 7+ years of experience in Desktop Management within Infrastructure Services (IS).
  • Advanced knowledge of PC hardware, software, operating systems (Windows 10/11, Android OS, macOS), directory services, and network configurations.
  • Proficiency in IT service management tools and familiarity with ITIL processes.
  • Expertise in O365, Active Directory, DNS, Group Policy, and Firewall configurations.
  • Strong troubleshooting capabilities for basic LAN/WAN issues, Wi-Fi configurations, and VOIP phones.
  • Excellent communication and interpersonal skills for managing diverse stakeholders, including users, senior management, and vendors.
  • Proven ability to manage incidents and problems effectively, adhering to established SLAs.
Education and Certifications:
  • Relevant technical certifications (e.g., CompTIA A+, Microsoft certifications) are highly desirable.
  • ITIL Foundation certification preferred.
Additional Information: This position requires associates to work from the assigned office location five days a week, ensuring immediate response and support for end-user technical needs.

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