IT Service Desk Manager

We are Horizon Services, the area's premier Heating, Air Conditioning and Plumbing Company who is experiencing unprecedented growth within our industry where we are highly recognized and respected. We are seeking a Desktop Support Specialist who will be the single point of contact for end users to receive support and maintenance within the organization's desktop computing environment. This will include installing, diagnosing, repairing, maintaining, and upgrading all PC hardware and equipment to ensure optimal workstation performance. This person will also troubleshoot problem areas (in person, by telephone, or via email) in a timely and accurate fashion and provide end-user assistance where required. This candidate will also assist other IT staff on various projects as well as day-to-day operations.

Essential Functions

• Perform onsite analysis, diagnosis, and resolution of basic-to-intermediate desktop problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users, as needed
• Troubleshoots, diagnoses problems, implements corrective action procedures within prescribed guidelines and/or escalates to other technical resources as appropriate
• Creates and reviews support tickets to move, change, install, repair, or remove computers, printers, monitors, or data communications equipment such as modems, cables, and wires
• Builds, configures, upgrades, and troubleshoots desktop computer systems
• Provides efficient and prompt customer service support to computer users. Instructs end users as necessary in the proper operations of the computer, software and network resources. Proactively checks with end users to insure high level of satisfaction
• Provide backup support for other IT personnel in the daily operation of the IT department to include diagnosing, troubleshooting, and taking corrective action on all core services. (Email, WAN, LAN, security, intrusion detection, internet connectivity, domain administration)
• Collaborate with LAN technicians/network administrators to ensure efficient operation of the company's desktop computing environment
• Create and modify documents and instructions for work performed
• Assist IT Staff with troubleshooting hardware and software support issues with wireless access and desk and/or mobile phones

Education

• High School Graduate or GED Required
• Associates Degree (two year college or technical school) Required, Field of Study: Information Technology

Experience

• 2+ years in desktop support

Computer Skills

• Working technical knowledge of current protocols, operating systems, and standards, including Microsoft Operating Systems, Window Server, Microsoft Networking concepts, and Mobile Device Management
• Excellent technical knowledge of PC and desktop hardware, including tablets and thin clients
• Proficient in troubleshooting hardware and software issues

Certifications & Licenses

• A+, Net+, certification(s) preferred
• Microsoft Certification is a plus

Other Requirements

• Travel between office locations in NJ, PA, MD and DE on a regular basis
• On call rotation for approximately one week each month