Description: Desktop Support Specialist Tier 2 - Hybrid • Full Benefits • Medical • Dental • Vision • 401K match • 28 PTO Days including company holidays Join New Era's growing team and experience a corporate culture that promotes personal and professional development. New Era Technology is a global IT integrator with 2,500+ employees delivering Collaboration, Cloud, Data Networking, Security, Large Venue, and Corporate AV and Managed Service Solutions to more than 9,000 customers. We are looking for team members to contribute to and deliver our mission to securely connect people, places, and information in a rapidly changing digital world. Work alongside the finest team of highly skilled and industry-certified professionals who are encouraged to drive change and think outside of the box. As a team member, you will receive competitive benefits, industry training, and certifications. New Era Technology empowers businesses to embrace the future workplace. As customers shift their perspectives on where and how work happens, we are there to meet them with flexible, resilient, and productive solutions. Requirements: The Managed Service Desktop Support Specialist Tier 2 role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help l. The Desktop Support Specialist Tier 2 position can be a hybrid work position, meaning you are able to work from home 2- 3 days a week. PRIMARY DUTIES: • Field incoming help requests from end users via both telephone and e-mail in a courteous manner. • Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue. • Build rapport and elicit problem details from help desk customers. • Prioritize and schedule problems. Escalate problems (when required) to the appropriate team. • Record, track, and document the Managed Services Support problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. • Record time spent on all tasks, including troubleshooting steps, research, and remediation in the designated platform to ensure accurate reporting of labor against Managed Services client contracts. • Perform transfers, additions, and change requests as they are submitted by members of management. • Ensure that physical desktop connections are in proper working order. • Develop and maintain an inventory of all monitors, keyboards, hard drives, printers, scanners, and other peripheral equipment. • Apply diagnostic utilities to aid in troubleshooting. • Create and maintain up-to-date documentation of existing and new client systems and environments. • Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution. • Identify and learn appropriate software and hardware used and supported by the organization. • Perform hands-on fixes l, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. • Provide network support for client systems. • Test fixes to ensure the problem has been adequately resolved. • Perform post-resolution follow-ups to help requests. • Evaluate documented resolutions and analyze trends for ways to prevent future problems. • Develop procedures and frequently asked questions lists for end users. • Procure computer supplies as requested by IT management. REQUIRED EXPERIENCE AND EDUCATION: • Degree in the field of computer science and/or equivalent work experience. • Possess Microsoft Support Certifications (preferred) • Significant Experience with desktop operating systems including Microsoft Windows (required) and Apple MacOS (preferred). • Experience managing/troubleshooting Windows Server environment including managing and troubleshooting Active Directory, domain file sharing, and basic understanding of Group Policy. • Experience configuring and troubleshooting networking appliances and devices such as routers, switches, and firewalls. KNOWLEDGE, SKILLS & ABILITIES: • Working knowledge of a range of diagnostic utilities. • Ability to conduct research into a wide range of computing issues as required. • Ability to present ideas in user-friendly language. • Exceptional written and oral communication skills. • Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills. • Strong documentation skills. • Ability to absorb and retain information quickly. • Highly self-motivated and directed. • Keen attention to detail. • Proven analytical and problem-solving abilities. • Ability to effectively prioritize and execute tasks in a high-pressure environment. • Exceptional customer service orientation for both internal and…