DESKTOP & MOBILE SUPPORT SPECIALIST 1

• Unpack, configure, and deploy new desktop and laptop hardware.

• Install, configure, and support operating systems, software applications, and peripheral devices.

• Provide end-user training on the basic use and functionality of supported hardware and software.

• Develop, document, and maintain troubleshooting guides, installation procedures, and training materials.

• Perform equipment relocations for desktop computers, laptops, and computer peripherals.

• Research, identify, and implement alternative solutions when new or unfamiliar technical issues arise.

• Accurately document all customer interactions, troubleshooting steps, and resolutions within the ticketing system.

• Maintain and enhance technical skills through independent research and ongoing learning.

• Deliver professional, customer-focused support while meeting service goals and response-time objectives.

• Associate Degree in Computer Maintenance Technology, Computer Help Desk Support, Computer Network Administration, or a related field from an accredited institution

OR

• Equivalent relevant work experience in an IT technical support environment.

• Experience installing, configuring, troubleshooting, and maintaining personal computers and related hardware.

• Working knowledge of PC networking concepts and terminology, including familiarity with Windows Active Directory.

• Experience supporting Microsoft Office applications (Word, Excel, PowerPoint, Visio, Project).

• Familiarity with LCD projectors, TVs, monitors, printers, and plotters.

• Strong analytical and problem-solving skills with the ability to troubleshoot effectively.

• Ability to build and maintain positive working relationships with customers and support teams.

• Well-developed written and verbal communication skills suitable for all organizational levels.

• Strong customer service mindset with effective interpersonal skills.

• Ability to work independently, make recommendations, and exercise sound judgment.

• Proficiency with Microsoft Office tools, including word processing, spreadsheets, email, scheduling, and presentations.

• Comfortable adapting to changes in technology, business processes, and organizational priorities.

• Ability to work rotating schedules to ensure adequate customer support coverage.

• Ability to distinguish colors to identify electronic components and wiring.

• Relevant technical certifications.

• Experience supporting utility construction, operations, or maintenance environments.

• Familiarity with mobile device solutions and enterprise device management tools (e.g., Microsoft Intune).

• Experience troubleshooting and supporting mobile devices.