June 29, 2018






Desktop Support Specialist




Position Overview


Trinity Broadcasting Network is seeking an experienced Desktop Support Specialist who can provide design, installation, maintenance, and support service for the enterprise network. The successful candidate will work with our network management team to discuss the need for network changes and the feasibility of projects recommended by network users.  The Desktop Support Specialist will also be required to monitor technology trends and make recommendations on incorporating new technology into the organization’s existing platforms.



Primary Responsibilities:


  • Responsible for the ongoing maintenance and future planning of the desktop environment
  • Collaborate with new and existing vendors to evaluate the new technology that is available and make recommendations to management on using that technology
  • Consult with IT support and design departments to make sure that network expansion projects are in line with the organization’s plans
  • Monitor the performance of the desktop infrastructure and make suggestions for improving efficiency
  • Evaluate applications and software patches for desktop applications to see if they will solve desktop issues



Additional Responsibilities


  • Address user tickets regarding hardware, software and networking
  • Walk users through installing applications and computer peripherals
  • Ask targeted questions to diagnose problems
  • Guide users with simple, step-by-step instructions
  • Conduct remote troubleshooting
  • Test alternative pathways until you resolve an issue
  • Customize desktop applications to meet user needs
  • Record technical issues and solutions in logs
  • Direct unresolved issues to the next level of support personnel
  • Follow up with users to ensure their systems are functional
  • Report user feedback and potential product requests
  • Help create technical documentation and manuals



Qualifications and Skills:


  • Proven work experience as a Desktop Support Engineer, Technical Support Engineer or similar role
  • Bachelor’s degree in Computer Science, Computer Engineering or similar field
  • 5+ years’ desktop support experience
  • One of the following certifications required:

                            - Microsoft Certified Professional (MCP)

                            - Microsoft Certified Solutions Expert (MCSE)

                            - CompTIA A+ Certification

                            - HDI – Desktop Support Technician Certification


  • Demonstrated ability in desktop systems design
  • Proven ability to offer high-level desktop support in an enterprise environment
  • Hands-on experience with Windows OS, Mac OS, iOS, and Android OS environments
  • Excellent knowledge of office automation products and computer peripherals, like printers, scanners, copiers, security access hardware, phones, etc.
  • Knowledge of network security practices and anti-virus programs
  • Ability to perform remote troubleshooting and provide clear instructions
  • Excellent problem-solving and multitasking skills
  • Service-oriented attitude




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