IT Help Desk Support Specialist

Published date Posted on Indeed on Jul 18, 2021

IT Desktop Support Specialist

Job Description

Position Overview

The IT Desktop Support Specialist supports the organization and reports to the Desktop Support Manager with the overall quality of technical services at all FCR locations. This position works with the Operations groups to ensure that technical needs are met for the center and teams. The nine FCR values of fairness, integrity, respect, success, transparency, collaboration, accountability, leadership, and loyalty guide our behavior and interactions between ourselves and our clients. A successful individual will apply these values to the role of the IT Desktop Support Specialist and provide exemplary technical customer service to the site team. This role executes on all business imperatives in alignment with FCR’s Mission, Vision, Values.

The IT Desktop Support Specialist will report to the Desktop Support Manager.

Essential Functions and Duties

  • Delivers technical and customer service to all FCR locations
  • Maintain and apply the nine FCR Core Values to IT Site Operations and works as a team with the different departments
  • Working with the Operations team to help train and assist them with network or system questions
  • Provide technical support for both hardware and software issues that arise
  • Monitor tickets daily and respond quickly to any concerns
  • Facilitate the resolution of Site Facilities Issues by liaising with external vendors
  • Assist in integrating new applications and technologies into the current system, as needed
  • Build relationships and collaborate with key stakeholders to ensure the delivery of commitments
  • Other duties/projects as assigned


  • Effective communication with partners across the company and across multiple levels of the organization
  • Ability to communicate in technical and non-technical terms in both written and verbal format
  • Strong organizational skills, time management, task planning, and detail orientation
  • Ability to work with entry-level to executive colleagues to drive success
  • Willingness to take ownership and to drive execution of projects to time and cost constraints
  • Resilient and able to work in a fast-paced, changing environment
  • Willingness to follow processes, such as technical change management and escalation procedures
  • Proactive, creative, and effective problem solver
  • Careful observation and critical reasoning skills to find problem patterns, analyze effectiveness and make recommendations to improve operations
  • Skilled in organizing tasks and establishing priorities
  • Takes initiative in situations in anticipation of needs
  • Must be a team player with a positive attitude and willingness to pitch in where needed
  • Ability to maintain confidentiality with regards to sensitive information

Additional Qualifications

  • Technical degree is preferred but not required
  • Travel up to 75% (Depending on physical location allocation and home base location)
  • 5 years or more of experience in technical service preferred
  • Previous call center experience preferred
  • Prior experience in supporting 2500+ user Active Directory, Azure AD environment
  • Prior formal supervisory experience required
  • Understanding of internet technologies and applications such as Microsoft Suite
  • Technical skills: Troubleshooting and sequential problem resolution, solid understanding of networking, telecom, server, and desktop technologies, as well as common server and desktop operating systems, server applications, and desktop applications, experience with VOIP systems
  • Technical Systems Skills Preferred: Azure AD, Active Directory (on prem), Exchange, Office365, InTune, Powershell Scripting, Ticketing Systems such as Manage Engine, PRTG, SonicWALL Firewalls and VPN, AdTrans and Dell switches. Experience with Windows Hyper-V or VMWare a strong plus.
  • Good understanding of information security

Physical Demands and Working Conditions

The physical demands described here are representative of those that must be met by an
employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals to perform the essential functions.
  • Physical Demands: Sitting up to 100% of the time, lifting up to 50 pounds, ability to drive up to 4.5 hours in one direction
  • Working Conditions: Indoor office environment, use of telephone and headset (up to 100% of the time), computer and other office equipment

FCR Hiring Minimum Requirements

  • High school graduate or equivalent
  • Employment contingent upon successful completion of a background check
  • Have a Valid Driver’s License, be eligible to be covered under FCR company car insurance and have the ability to rent a vehicle

At Home Requirements

Colleagues hired for Work from Home positions are responsible for providing and maintaining a functioning workspace as part of the terms of employment with FCR.

Physical Setup
  • Quiet work environment, free of background noise
  • Desk and chair or sit /stand desk meeting the individual’s ergonomic requirements including any special accommodations required
  • This position requires that you work from the address listed on your employee profile.

  • A high-speed, Internet connection is required and must be available at all times.
  • Phone (Smartphone, landline, cell phone) to communicate with your supervisor or IT Help desk when your computer is not available.

Disclaimer: This is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with the job.

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