Desktop Support Specialist will have overall responsibility for the entire organization's desktop, laptop and Virtual Desktop environments, including hardware, software and peripherals. This Desktop Support Specialist will assists Business Units with technical support of desktop computers, applications, and related technology. Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. The employee in this position also assists in the maintenance and testing of network servers and associated equipment. The Desktop Support Specialist's responsibilities require independent analyses, communication and problem solving. Work is performed with little supervision and requires initiative and judgment. Authority The Desktop Support Specialist has the authority to access end user desktop and laptops to provide support and resolution of issues affecting performance and efficiency. Assists the business with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines. Duties and Responsibilities Interact with numerous computer platforms in a multi-layered client server environment. Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, application servers, and administrative systems. Assist in developing long-term strategies and capacity planning for meeting future desktop hardware needs. Support for connectivity issues (in conjunction with Network Manager) to home-workers, mobile staff, etc. Evaluate documented resolutions and analyze trends for ways to prevent future problems. Provide recommendations to improve flow and function of the Support Desk. Deploy equipment as needed (new hires, approved replacements, etc.) Receive equipment orders and update inventory Manage and complete projects as assigned 100% of time. Document all pertinent end user identification information, including name, contact information, and nature of problem or issue. Prioritize and schedule problems. Escalate problems (when required) to System Administrators after all resolution attempts and research attempts are exhausted or limited rights prevent applying the resolution. Record, track, and document the help desk request problem-solving process. Apply diagnostic utilities to aid in troubleshooting. Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolutio
About the OrganizationAmTrust Financial Services, Inc., (Nasdaq: AFSI) headquartered in New York City, is a multinational insurance holding company, which, through its insurance carriers, offers specialty property and casualty insurance products, including workers' compensation, commercial automobile and general liability; extended service and warranty coverage.
PositionDesktop Support Specialist
College degree in computer science and/or equivalent work experience. HDI Support Center Team Lead (HDI-SCTL) or HDI Support Center Analyst (HDI-SCA) certifications are preferred. Experience with Service Now ITIL V3: Achieving Foundation Certification is preferred. Very strong customer service orientation. Ability to present ideas in business friendly and user friendly language. Extensive experience with core insurance software applications and processes. Proven analytical and problem-solving skills. Knowledge of basic computer hardware. Experience with desktop and server operating systems. Extensive application support and Citrix experience. Working knowledge of a range of diagnostic utilities. Bilingual in Spanish Exceptional written and oral communication skills. Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills. Willingness to travel to local locations when needed Some phone support may be needed
Number of Openings1
Employee Referral Eligible
Employee Referral PayoutThis position is currently accepting applications.