Desktop Support Specialist

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Created: May 21, 2014


ProQuest is seeking a Desktop Support Specialist.

The Enterprise Desktop Support Specialist is a member of the Enterprise Support team, is responsible for problem resolution and support on laptops, desktops and mobile devices for onsite and remote employees.

Some of what you'll be doing:
  •     Complete or escalate tickets from phone and Remedy ticket queue as required
  •     Provide resolutions for laptop, desktop and printer issues
  •     Track IT equipment assets
  •     Provide Active Directory support (password resets, exchange administration)
  •     Provide audio visual/conferencing support
  •     Provide Virtual Machine (VM) support using Vsphere
  •     Provide Windows and Mac product support
  •     Provide Office 365 Support
  •     Support all mobile devices (cell phones, pagers, and smart phones), including deployment, repairs and tracking
  •     Reimage computer operating systems
  •     Follow policies and procedures, to ensure all supported IT equipment are meeting business requirements and operating at peak performance
  •     Participate in policy and procedure review
  •     Contribute to department knowledge base
  •     Mentor other Enterprise Support team members
  •     Adhere to all security process and procedures
  •     Continue to increase expertise by staying current with industry trends through continuous education

What you'll need to be successful:
  •     4+ years of experience in a similar help desk role, or equivalent experience in computer support
  •     Ability to troubleshoot hardware or software related problems
  •     Excellent communication skills with both technical and non-technical users over the phone, in person and through progress reports, e-mail and other written documentation
  •     Working knowledge of office automation software, including Microsoft Active Directory, Exchange, multi-function printers, Microsoft Office Suite, etc.
  •     Ability to work extended hours if needed
  •     Knowledge of Windows Powershell
  •     Experience providing mobile device support for Blackberry, iPhone, and Android devices
  •     Ability to work in a team environment for positive outcomes, generating trust and recognizing impact of each individual on the team
  •     Provide assistance with video conferencing systems and Webex support
  •     Must be independent, self-motivated, detailed oriented, highly organized, able to multi-task and meet aggressive deadlines
  •     Excellent problem solving and fault diagnosis skills
  •     Ability to use technology to automate procedures/processes

Bonus Points!
  •     Associates Degree or BS in computer science
  •     Advanced knowledge of Windows Powershell
  •     MCSE certification

Here’s what you want to know about the Seattle office
Fantastic people:  Where smart is the norm and unique is welcome
Fun location:  Coffee houses, restaurants and right across the street from Fremont’s best pub
Great benefits:  Plus some unique stuff like monthly transportation subsidy, on-site events, flexible scheduling and wellness programs
Awesome office environment:  Nice office, jeans are the norm and (well behaved) Fido is welcome
Amazing company:  Annual compensation reviews, generous bonuses, and active “Green Team” and good morale

About ProQuest

ProQuest connects people with vetted, reliable information. We provide seamless access to and navigation of more than 125 billion digital pages of the world's scholarship, delivering it to the desktop and into the workflow of serious researchers in multiple fields, from arts, literature, and social science to general reference, business, science, technology, and medicine. The company is currently rolling out the all-new ProQuest® platform, which moves beyond navigation to empower researchers to use, create, and share content—accelerating research productivity.

If this position isn’t quite your fit, check out our other positions posted on our “Career” page under About Us.  ProQuest’s corporate office is located in Ann Arbor, MI.

Last updated: Tuesday, February 28, 2017 23:43 UTC