Desktop Support Specialist

Job content

It’s fun to work in a company where people truly BELIEVE in what they’re doing!

We’re committed to bringing passion and customer focus to the business.

If you like wild growth and working with happy, enthusiastic over-achievers, you’ll enjoy your career with us!

The Desktop Support Specialist will be part of the End User Services organization. A global team responsible for providing Lumentum employee’s a positive and frictionless IT service outcome. This role is an exciting role that is the front-line support for our employee’s technical needs. The person in this role will provide professional and timely support for a wide range of IT equipment and software. The Desktop Specialist shall be responsible for troubleshooting problem areas and engaging in root cause problem-solving situations in a professional manner, while also providing in-person technical support or remote support by phone, instant message, video conferencing.

The ideal candidate would be self-motivated and self-directed with the ability to independently prioritize and execute tasks in a fast-paced environment while maintaining a positive attitude. Focus on customer service, communications, and prior experience in a customer service role, demonstrating this capability is required.

Duties and Responsibilities

• On-site and remote analysis, diagnosis, and resolution of complex desktop problems for end-users, along with recommending and implementation of corrective solutions for systems
• Install, configure, test, maintain, monitor and troubleshoot end-user systems, phones, and related hardware and software to meet desktop service levels
• Collaborate and enable remote support for system administration and networking teams as required.
• Frequent system administration tasks in Microsoft Active Directory and other application services as required
• Assist in the maintenance and inventory of all equipment, consisting of but not limited to PCs, monitors, laptops, printers and other components
• Document and enter activities in ITSM platform and managing incidents proactively to resolution
• Communicate application problems and issues to management, development teams and end-users
• Work with great attention to detail and ability to work and support various IT processes
• On call rotation is required
• Participate in the Major Incident Coordinator activities
• Assist with other duties as assigned

What experience will allow you the greatest success in this role?

• Knowledge of PC and laptop hardware components (external and internal)
• Reliable/demonstrated written and verbal communication and customer service skills
• Demonstrated ability to manage priorities and tasks assigned
• Ability to share how they deliver positive customer engagements
• 3+ years of experience installing, troubleshooting operating systems for PCs in addition to core productivity applications like Office365, multiple browsers, and other software
• Knowledge or certifications with Windows workstation products and Microsoft Office suite
• Experience using remote tools to support remote end-users and systems
• Working knowledge of Tanium or similar OS deployment tools and PC management experience
• Knowledge of AD, RingCentral, Box or similar, a requirement
• ITILv4 certifications preferred, demonstrated familiarity or prior ITIL certifications a definite plus
• Experience working in an enterprise ITSM platform, i.e., ServiceNow
• Large company experience a plus
• Excellent analytical, troubleshooting and problem-solving skills
• Quick learner, can understand and apply existing and new technologies
• Ability to lift and move up to 50 pounds of materials
• Experience working in a team-oriented, collaborative environment