Company

SDI Presence LLC is an IT systems integration and consultancy that leverages its strong team presence to advance our clients to a secure digital enterprise. With a 20-year corporate resume, SDI delivers strategic managed services, IT consulting, and hybrid infrastructure solutions to optimize our clients’ technology environments. SDI is a certified Minority Business Enterprise (MBE), with a portfolio of clients that includes some of the nation’s largest airports, utilities, commercial real estate portfolios, and government agencies. SDI delivers a deep technical presence through a local delivery model to achieve customer confidence and success. Visit us at www.sdipresence.com and connect with us on Twitter and Instagram.

Summary

The Desktop Support Specialist is responsible for installing, configuring, troubleshooting, and maintaining the Microsoft Windows desktop and notebook computers and peripherals. The Desktop Support Specialist will report to the Operations Manager and team lead and will work closely with other members of the technology department to support all end users.

Responsibilities

• Respond to new IT Support requests, prioritize, and document issues and resolutions
• Respond to tickets and complete detailed responses in ticketing system
• Respond to end user issues in a timely manner per SLA requirements
• Perform Desktop/Hardware installs and moves
• Hardware/Desktop Repairs, replacements, and basic software configuration such as OS installations and driver configurations
• Support MS Office products and O365 applications, and other software applications
• Support Internet Explorer, Edge, Chrome and Firefox
• Installation and configuration of printers
• Troubleshooting end-user problems with various desktop/laptop issues
• Removing threats (virus, malware, etc.)
• Tracking assets, and documenting software purchases
• Basic network configurations in Windows (DHCP configuration versus static IP addresses)
• Work with the IT Administrator in handling other miscellaneous IT projects

Requirements

• 5+ years of basic knowledge of desktop hardware, and the ability to install or replace hard drives, additional PCI cards, power supply units, RAM, and/or other peripherals
• Knowledge of PC imaging and cloning technology (Windows Deployment Services, SCCM OSD, Macrium)
• Familiar with BitLocker encryption
• Solid understanding of how to install the Windows OS (XP, 7, 8, 8.1, 10) and configure with necessary drivers
• Familiar with Active Directory
• Must be familiar with antivirus tools and have an understanding of how to use malware/spyware scanners and removal tools
• Knowledge of Ethernet cables and how to terminate them, and install the corresponding data jacks (not a requirement as this can be taught, but it’s a plus if already known)
• Basic knowledge of Microsoft Office Suites (e.g. manipulating spreadsheets, setting up Outlook calendar invitations, PowerPoint slideshows, etc.)
• Must be able to work with other employees and end users to provide support in a timely, and friendly manner
• Strong multitasking skills (e.g., starting a hard drive image, and while that runs installing drivers  for a printer install or performing other documentation procedures)
• The ability to work both autonomously and as a member of a team
• A+ certification (nice to have)
• College degree preferred
• Driver’s license required
• Access to a personal vehicle a plus to travel to satellite facilities
• Ability to perform routine and emergency PC maintenance during non-business hours

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