Desktop Support Specialist (Tier 2)
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Desktop Support Specialist (Tier 2)
Ref No.: 18-01418
Location: Denver, Colorado
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We are currently seeking a Desktop Support Technician
to support an office in Denver. This position is responsible for technical support of the desktop environment for the locations within the assigned region. The Regional Technology Coordinator is responsible for hardware provisioning and up to Tier 2 technical desktop support. This role will assist in the facilitation of customer relationship management with key regional business leaders and IT.

  • Researches, resolves, and responds to business customer issues / problems / questions escalated from the National Support Center including through email, telephone calls, callbacks, or escalations
  • Provides support on desktop systems in accordance with current standards and SLAs
  • Provides software and hardware desktop technical support, utilizing solid troubleshooting skills
  • Troubleshoots and supports printers, copiers, and fax machines
  • Supports and manages phones, VOIP, mobile devices
  • Troubleshoots operating system and LAN issues
  • Performs desktop software installation using tools such as Group Policy, SCCM, and manual install protocols
  • Maintains accurate and timely administrative records, including but not limited to: time tracking systems, ticket queue management, and weekly status and metrics reports
  • Provides oversight for computer equipment inventory and auditing
  • Provides support through the use of remote desktop support tools
  • Documents procedures and processes based upon current environment including responsibility for changes to environment
  • Coordinates desktop and laptop procurement within requirements
  • Other projects and responsibilities as assigned
  • Associate's degree or equivalent education and work experience required
  • 2+ years of experience providing end-user support services
  • Experience working with and troubleshooting the Windows desktop environment (networking, OS, applications)
  • Experience managing hardware asset tracking and deployments
  • Cabling and connectivity troubleshooting skills
  • Understanding of TCP/IP
  • Understanding Windows Security (Share and NTFS permissions)
  • Phone installation and maintenance experience
  • Network and local printer troubleshooting experience
  • Experience with OS imaging processes
  • Experience providing end user support services
  • Using automated help desk systems
  • Strong troubleshooting and data analysis skills
  • Using Office automation tools including Word, Excel, and Access
  • Effective writing and documentation skills
  • Effective verbal communications – ability to convey technical issues and material to non-technical people
  • Ability to work in a team oriented environment 
  • Ability to effectively manage the customer relationship between the regional business leaders and IT
  • Ability to regularly travel within assigned region and as needed for national project support
W2 only, no Corp to Corp. We are unable to sponsor H1B visas at this time. **eXcell™ Supports Equal Employment Opportunity** eXcell™, a division of CompuCom® Systems, Inc., a global company headquartered in Bellevue, Washington, provides IT staffing services and solutions to Fortune 1000 companies as well as small and medium business. For more information, visit