Desktop Support Specialist (EL2) in Columbus, OH at Fast Switch

Date Posted: 7/14/2019

Job Snapshot

Job Description

Job ID: 53197

Desktop Support Specialist. A contractor is needed in Columbus, Ohio for the role of Desktop Support Specialist. This person will work within a team to provide supported customers professional computer support services, including resolving software, hardware, and network issues.

Additional Responsibilities:

  • Critical tasks performed by this area also include communicating, tracking and reporting computing environment outages.
  • Responsible for receiving, resolving, escalating, and monitoring complex customer issues/requests. 
  • Responsible for leading less experienced staff in the provision of immediate assistance and issue resolution.
  • 70%
    • Support customers both on-site and remotely in a professional, client-focused manner, both in a team setting and independently with limited direction.
    • Responsible for delivery and setup of new and updated workstations and peripherals, addressing related support issues, and documented inventory management.
    • Provide desktop support and technical assistance to customers and other support specialists, for solving software, hardware, and network issues across a wide range of Windows and Mac OS platforms.
  • 10%
    • Provides front-line and second-tier support to end users for supported systems and services.
    • Leads in the provision of immediate assistance and resolution for end-users of university services.
    • Responsible for the identification, prioritization and resolution of the most complex reported issues (i.e. escalated tickets).
    • Ensures support is coordinated, monitored, logged, tracked, and resolved.   
  • 10%
    • Creates and maintains knowledge articles used to support our customers. Identifies knowledge gaps and requests that additional documentation be provided to better serve our customers.
    • May provide 24/7 on-call coverage as needed.   
  • 10%
    • Provides status reports and performs timekeeping on a weekly basis. 
    • Works with project managers as part of a project team to provide technical desktop support and deployment skills within the framework of a project.   


  • Bachelor’s degree or an equivalent combination of education and experience. 
  • Experience or knowledge supporting desktop computers running Windows, Mac OS or both in a network environment.
  • Ability to work as part of a team and take the initiative to work independently.
  • Ability to maintain and manage information and documentation in an organized, systematic way.
  • Professional experience providing customer service.


  • More than two years of experience supporting desktop computers running Windows, Mac OS or both in a network environment.
  • A bachelor's degree in information technology, information management, or a related field.
  • Excellent interpersonal skills, including verbal, nonverbal and written communication skills.
  • Experience with image management and deployment.
  • Experience with and exposure to a wide variety of commercial and educational productivity applications.
  • Experience with support systems and remote desktop technologies.
  • Professional experience in a university setting.

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