Desktop Support Specialist II

Description

Company

SDI Presence LLC is a leading IT services firm that leverages its strong team presence to advance clients toward a secure digital enterprise. With a 30-year corporate resume, SDI delivers multi and hybrid cloud infrastructure managed services, consulting and advisory solutions, work and asset management solutions, and application modernization and managed services. SDI serves major airports, utilities, commercial real estate portfolios, and government agencies across the U.S. Visit us at www.sdipresence.com and connect with us on Xand LINKEDIN.

Summary

The Desktop Support Specialist is responsible for installing, configuring, troubleshooting, and maintaining Microsoft Windows desktops, laptops, and peripheral devices in a fast-paced operational environment. This role provides onsite technical support to end users across Chicago's International Airports (O'Hare and Midway), ensuring timely resolution of hardware, software, and connectivity issues. The Desktop Support Specialist reports to the Senior Desktop Lead and works closely with the Operations Manager, team leads, and other members of the technology team to support critical business operations.

SDI Presence Offers:

• An hourly range: $25.96 - $33.65/hour
• Base salary may vary based on factors such as location, skills, and relevant experience. Some positions may include additional compensation in the form of bonuses or commissions.
• Medical, Dental, Vision, company-provided Life Insurance, Short and long-term disability. Matched Retirement Savings, Wellness Program, Paid time off and much more!

Responsibilities

• Respond to new IT Support requests, prioritize, and document issues and resolutions
• Respond to tickets and complete detailed responses in ticketing system
• Respond to end user issues in a timely manner per SLA requirements
• Perform Desktop/Hardware installs and moves
• Hardware/Desktop Repairs, replacements, and basic software configuration such as OS installations and driver configurations
• Support MS Office products and O365 applications, and other software applications
• Support Internet Explorer, Edge, Chrome and Firefox
• Installation and configuration of printers
• Troubleshooting end-user problems with various desktop/laptop issues
• Removing threats (virus, malware, etc.)
• Tracking assets, and documenting software installations
• Basic network configurations in Windows (DHCP configuration versus static IP addresses)
• Work with the IT Administrator in handling other miscellaneous IT projects
• Perform daily monitoring, administration and operational functions of the environment
• Day to day monitoring of custom software, collecting and preparing statistical data for analysis on system performance and availability (monitoring of system logs, software statistics)

Work Schedule & Location Requirements

• Must be available to work an 8-hour shift within the following schedules based on business needs:
  • 6:00 AM - 2:00 PM
  • 2:00 PM - 10:00 PM
  • 10:00 PM - 6:00 AM
• Must be available to work overnight, weekend, and holiday shifts as required to support a 24/7 operational environment.
• Must be able to perform routine and emergency PC maintenance during non-business hours.
• Must be able to work on-site at both Chicago International Airports (O'Hare and Midway).

Requirements

• Minimum 5 years’ experience of basic knowledge of desktop hardware, and the ability to install or replace hard drives, additional PCI cards, power supply units, RAM, and/or other peripherals
• Knowledge of PC imaging and cloning technology (Windows Deployment Services, SCCM OSD, Macrium)
• Familiar with BitLocker encryption
• Solid understanding of how to install the Windows OS (10,11) and configure with necessary drivers
• Familiar with Active Directory
• Must be familiar with antivirus tools and understand how to use malware/spyware scanners and removal tools
• Knowledge of Ethernet cables and how to terminate them, and install the corresponding data jacks (not a requirement as this can be taught, but it’s a plus if already known)
• Basic knowledge of Microsoft Office Suites (e.g. manipulating spreadsheets, setting up Outlook calendar invitations, PowerPoint slideshows, etc.)
• Must be able to work with other employees and end users to provide support in a timely, and friendly manner
• Strong multitasking skills (e.g., starting a hard drive image, and while that runs installing drivers for a printer install or performing other documentation procedures)
• The ability to work both autonomously and as a member of a team
• A+ certification (nice to have)
• College degree preferred
• Driver’s license required
• Access to a personal vehicle a plus to travel to satellite facilities

Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Equal Opportunity Employer Statement
SDI Presence is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. 

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. SDI Presence makes hiring decisions based solely on qualifications, merit, and business needs at the time. 

Staffing Firms
SDI Presence does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between SDI Presence and the recruitment agency or party requesting payment of a fee.