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Remote Desktop Support

Job Title
Remote Desktop Support
Job ID
Nashville,  TN
Other Location

Desktop Support

  • Provide a second level of support for the 1st level Service Desk for areas where hands-on intervention is required.
  • Provide service in accordance with established service level agreements, through proactive monitoring and ongoing trend analysis.
  • Support the implementation of internal business systems.
  • Keep current with alternative information systems and technology.
  • Maintain operating procedures, configurations, and end-user documentation.
  • Record problem symptoms and status information through the use of a computerized problem management system.
  • Perform follow up and escalation of outstanding problem.
  • Proactively maintain communications with callers through analysis and resolution process particularly in difficult customer situations, to keep them informed of status. Provide follow up once resolved to ensure customer satisfaction.
  • Maintain a working knowledge of internal client specific applications and architectures exposing vulnerabilities and/or improvements and recommending solutions.
  • Test and deliver patches, product releases, and other firm-supported upgrades and enhancements.
  • Identify problematic trends consistent with the infrastructure environments and provide thorough analysis and resolution.
  • Recommend, develop, and implement enhancements to existing applications and workstations based on client requirements.         


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