Position Summary

A Desktop Support Specialist plays a critical role in an organization by providing technical assistance and support to end-users who encounter computer or technology-related issues. This position is crucial in ensuring that an organization's computer systems run smoothly, and they act as the first line of defense against technical issues faced by end-users. This position plays a vital role in maintaining productivity and reducing downtime due to IT-related problems. This position reports to a Senior Network Administrator within a designated department.

Job Responsibilities:

• User Support: Provide timely and efficient technical support to end-users via various channels, including phone, email, chat, or in person.
• Hardware and Software Troubleshooting: Diagnose and resolve hardware and software problems on desktops, laptops, printers, and other peripheral devices.
• Operating System Support: Assist users with configuring and troubleshooting issues related to operating systems, such as Windows, macOS, or Linux.
• Software Installation and Updates: Install, update, and maintain software applications, including operating systems, office suites, and specialized software.
• User Account Management: Create, modify, and manage user accounts, passwords, and access permissions in accordance with security policies.
• Hardware Maintenance: Perform routine maintenance tasks on hardware components, including cleaning, replacing components, and ensuring proper functioning.
• Network Connectivity: Troubleshoot and resolve network connectivity issues, including wired and wireless connections.
• Security and Antivirus: Assist in implementing and maintaining security measures, including antivirus software, firewalls, and user education on security best practices.
• Documentation: Keep accurate records of all support requests, troubleshooting steps, and resolutions. Create and update documentation for common issues and solutions.
• Remote Support: Provide remote assistance to users who are not physically present in the office, utilizing remote desktop tools and remote access solutions.
• Asset Management: Maintain an inventory of hardware and software assets, including tracking and monitoring equipment lifecycles.
• User Training: Conduct training sessions and workshops for end-users to enhance their computer literacy and troubleshoot basic issues independently.
  

What will make you successful:

• Education: A bachelor's degree in information technology, computer science, or a related field is often preferred but not always required. Relevant certifications (Microsoft Certified Desktop Support Technician).
• Experience: 0 to 2 years of experience in a similar role.
• Technical Proficiency: Strong knowledge of Windows desktop operating systems, hardware components, and common software applications. Familiarity with mobile devices (smartphones, tablets) is an added benefit.
• Problem-Solving Skills: Ability to diagnose and resolve technical issues logically and efficiently.
• Communication Skills: Excellent communication and interpersonal skills to interact with end-users in a clear and friendly manner, both in person and remotely.
• Customer Service: A customer-oriented mindset with a focus on delivering a positive support experience.
• Adaptability: Willingness to learn and adapt to new technologies and processes in a rapidly changing IT environment.
• Teamwork: Ability to collaborate with IT colleagues and other departments to address complex issues or projects.
• Troubleshooting Tools: Familiarity with diagnostic and remote support tools and software.
• Security Awareness: Knowledge of basic cybersecurity principles and the ability to follow security protocols.
• Time Management: Strong organizational skills to prioritize tasks effectively and manage multiple support requests simultaneously.
  

Core Competencies

• Interpersonal Skills: Now more than ever, the ability to build relationships with team members and clients is pivotal to the success of our organization. We are looking for candidates who can communicate effectively and help cultivate an agile environment of collaboration and inclusion.
• Personal Capabilities: We believe that the way people manage themselves and their relationships with others in the workplace is critical to the success of our organization. We are looking for candidates that effectively put their knowledge, values, and skills into practice.
• Focus on Results : As a company that values innovation, we are looking for candidates who will help drive efforts to build commitment for individual and team objectives, as well as anticipate and respond to issues and opportunities that could affect the organization.
• Customer Advocacy: Our purpose is to empower our clients to deliver customer-centric sales experiences, accelerate speed to market, improve in-good-order sales and meet regulatory requirements.?This requires a focus on our customer‘s satisfaction. We are looking for candidates who can understand the needs and concerns of our clients and address them quickly and expertly.
  

Where We See This Role Going:

We are committed to being a driving force in the innovation of the insurance market and that means that we help our employees stay on top of current trends and technologies, and progress within our company. This position can move into the following roles.

• Network Engineer
Senior Network Engineer

About US (EITS)

Headquartered in the city of Jaipur, Rajasthan, we are a team of highly motivated and committed individuals with years of expertise, developing and delivering innovative sales automation solutions for the insurance and financial services industries. We work collectively with our US-based company to develop software solutions that are intuitive, easy to use, and compliant. Together as a team, we strive to provide our insurance carrier and distributor clients best-in-class sales solutions that transform business processes and empower sales across all insurance, retirement and investment products. We encourage creativity and innovation, champion teamwork and are committed to being the best at what we do – and always have our customers best interest in mind.

Employment Benefits Package Includes:

• 100% employer paid medical insurance for family, 100 % employer paid accidental insurance.
• 100% employer paid term insurance.
• Pre-tax savings programs and retirement planning programs.
• Parking, Team Building Activities, Employee Appreciation Events
• Hybrid work schedule.
• Twenty days annual paid time off/sick time on an accrual basis, Maternity Leave, Paternity Leave and Bereavement Leave.
Casual work environment with 5-day week.

Expected hours of Work:

This is a full-time position with regular office hours from Monday through Friday. Occasional evening and weekend work may be required to support deployments and other work demands .

This job description in no way states or implies that these are the only duties to be performed by the employee incumbent in this position. Employee will be required to follow any other job-related instructions and to perform any other job-related duties as requested.

A review of this position has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the employee must possess the skills, aptitudes and abilities to perform each duty proficiently. The requirements listed in this document are the minimum levels of knowledge, skills or abilities.

This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.