Desktop Support Specialist

WHO WE ARE:

Founded in 2003, Infracore takes a high-touch approach to providing end-to-end IT infrastructure support, systems management, network design and security, desktop support, and strategic decision guidance for mid-size, technology-centric companies.

We believe in fostering an employee-centered culture through collaboration and providing opportunities, training, and resources for employees to become their most successful self. We stand for each other’s success with a foundation based on integrity, commitment, and trust.

ROLE OVERVIEW:

Infracore is growing and we are continually looking for a Desktop Support Specialist to join our team of passionate IT professionals. In this role, you will transform the customer experience through personalized service. As Infracore’s “First Responder”, you will apply a collaborative mindset to your day-to-day activities, resolving end-user IT challenges, troubleshooting all types of back-end business technology, and diagnosing and resolving customer pain points.

Keeping reading if:

YOU ENJOY PROBLEM SOLVING and go out of your way to make sure customers are heard. You genuinely care about people and outcomes, turning frustrations into opportunities through listening to understand and diagnosis problems and review challenges with a critical eye from root cause analysis to resolution.

YOU VALUE ACCURACY AND QUALITY always striving to get things done with a high level of attention to detail and know that the smallest oversight can result in disruptions down the road.

YOU ARE AN EXTRAORDINARY COMMUNICATOR who thoroughly enjoys interfacing with different personality types and can build trust and credibility to ensure a full and seamless understanding of any customer issues or escalations and their current status.

YOU ARE A MULTITASKER AND ADAPTABLE and can effectively manage multiple tasks at once, reacting to last-minute needs and prioritizing urgent matters. You thrive on turning challenges and obstacles by breaking down issues and problem solving with a commitment to quality work.

ESSENTIAL DUTIES MAY INCLUDE:

• Understanding Infracore’s mission, values, and guiding principles.
• Building a foundation of strong relationships with Infracore teammates.
• Working with Infracore’s service desk ticketing standards and processes.
• Understanding of the client compliance landscape, what data is protected and how it is controlled.
• Handling customer service requests such as user account creation and termination in active directory and routine permission changes for less sensitive systems.
• Handling basic desktop application troubleshooting such as MS365, printer and scanner support and basic network troubleshooting.
• Managing desktop support tickets and accurately handling incoming requests by triaging appropriately, ensuring work and timelines are clear.
• Engaging in daily, weekly, and monthly IT team meetings with teammates to maintain accountability and speaks up to communicate gaps.
• Handling compliance-sensitive requests following documented procedures.
• Handling 80%+ of customer issues via e-mails, phones, and walk-up service requests without requiring technical escalation.
• Handling more complex requests including troubleshooting network issues, mobile device issues, and PC and Mac performance issues.
• Assisting the team with routine audits and equipment inventory and orders.
• Mentoring and training fellow teammates as needed.
• Proactively identifies ways to improve department efficiency through creative ideas and solutions and brings them to manager.
• Delivering real-time support to high-visibility events such as all-hands video conferences and board meetings.
• Takes on first-round troubleshooting for more complex customer issues including network troubleshooting and system performance issues.

Requirements

REQUIRED EDUCATION, SKILLS & EXPERIENCE:

• High school diploma or general education degree (GED); or equivalent combination of education, certifications and experience
• 1+ years of relevant work experience in an Enterprise IT department troubleshooting a wide variety of end-user issues including file corruption, application software, BSODs and failed updates
• Working knowledge of Active Directory (Moves/Adds/Changes/Deletes)
• Working knowledge of at least one component of the Microsoft 365 ecosystem including Exchange Online, Teams, SharePoint and OneDrive
• Understands (ability to explain and provide examples) cybersecurity measures, such as multi-factor authentication, SSL certificates, disk/device encryption & public key infrastructure (PKI)
• Understands (ability to explain, recognize and provide examples) common security risks including phishing, password re-use and social engineering
• Working knowledge and understanding of DNS, TCP/IP networking, Ethernet and Wi-Fi
• Experience working in an enterprise IT ticketing system
• Working knowledge of PC hardware components

PREFERRED EDUCATION, SKILLS & EXPERIENCE:

• Bachelor’s degree in Computer Science
• Working knowledge of Mac hardware components
• Working knowledge of Azure Active Directory and Azure MFA
• Working knowledge with Windows Server and PowerShell
• Knowledge of common legal compliance initiatives such as SOX, HIPAA, CCPA and ISO a plus

Benefits

• Medical, Dental & Vision
• 401(k) Matching
• Life & Long-Term Disability Insurance
• Vacation/Sick/Holiday Pay
• Professional Development
• Leadership Coaching
• Certification Reimbursement
• DoorDash Annual DashPass
• Columbia Activewear Employee Discount
• Monthly Social Events