The Desktop Support Specialist will provide technical assistance and support to end-users for hardware, software, and network-related issues. This role involves troubleshooting, diagnosing, and resolving technical problems, ensuring minimal disruption to business operations. The ideal candidate will have excellent problem-solving skills, strong communication abilities, and a customer-focused approach.
Key Responsibilities:
- Provide first and second-level technical support to users via phone, email, and in-person for hardware, software, and network issues.
- Install, configure, and troubleshoot desktop computers, laptops, printers, peripherals, and other IT equipment.
- Administer and support common operating systems (e.g., Windows, macOS) and business applications (e.g., Microsoft Office Suite, Slack, CRM software).
- Perform user account management (creation, modification, deletion) in Active Directory or similar systems.
- Diagnose and resolve network connectivity issues (LAN/WAN, Wi-Fi).
- Document technical issues, resolutions, and procedures in an IT service management (ITSM) system (e.g., ServiceNow, Jira Service Desk).
- Escalate complex issues to higher-level support teams (e.g., Network Engineers, System Administrators) when necessary.
- Assist with IT asset management, including tracking inventory and deploying new equipment.
- Conduct basic user training on new software or hardware.
- Ensure adherence to IT security policies and best practices.
- Participate in IT projects as needed, such as system upgrades or rollouts.
Qualifications:
- Education: Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
- Experience: [e.g., 2+ years] of experience in a desktop support, IT help desk, or technical support role.
Required Skills & Knowledge:
- Proficiency in supporting and troubleshooting Windows operating systems (Windows 10, 11).
- Familiarity with Microsoft Office 365 administration and common business applications.
- Basic understanding of networking concepts (TCP/IP, DNS, DHCP).
- Experience with Active Directory for user and computer management.
- Strong hardware troubleshooting skills for desktops, laptops, and printers.
- Experience with remote support tools.
- Excellent verbal and written communication skills.
- Strong customer service orientation and ability to remain calm under pressure.
- Ability to work independently and as part of a team.
- Strong organizational skills and attention to detail.
Preferred Skills & Knowledge (Optional):
Basic understanding of scripting (e.g., PowerShell) for automation.
CompTIA A+, Network+, or Microsoft Certified Desktop Support Technician (MCDST) certifications.
Experience with macOS and Apple hardware.
Familiarity with ITIL best practices.
Experience with virtualization technologies (e.g., VMware, Hyper-V).
