Desktop Support Specialist

Responsibilities

• Provide onsite and remote support for hardware, software, operating systems, and peripheral devices in Windows and macOS environments.
• Troubleshoot and resolve issues involving desktops, laptops, mobile devices, printers, monitors, docking stations, and related equipment.
• Support Microsoft 365, email, calendaring, collaboration tools, and other approved business applications.
• Document incidents, service requests, troubleshooting steps, and resolutions in the IT service management system.
• Escalate issues to internal teams or external vendors as appropriate.
• Provide high-touch technical support to executives, senior leadership, and other designated VIP users.
• Prepare and support conference rooms, audiovisual systems, and meeting technologies for business-critical meetings and events.
• Handle sensitive issues with professionalism, discretion, and urgency.
• Deploy, configure, maintain, replace, and retire end-user devices and related equipment.
• Prepare equipment for new hires, employee transfers, and device refresh initiatives.
• Maintain accurate inventory records for computers, mobile devices, monitors, printers, and accessories.
• Support asset tagging, stockroom organization, warranty tracking, and disposal processes.
• Aid in maintaining standard desktop images and provisioning processes.
• Support endpoint management processes, including device enrollment, software deployment, patching, and policy application.
• Aid in technologies such as Omnissa/WS1, Active Directory, and Microsoft 365.
• Follow IT security standards and support endpoint compliance, encryption, multifactor authentication, and access controls.
• Create and maintain knowledge base articles, user guides, and support documentation.
• Participate in hardware refreshes, software rollouts, office moves, operating system upgrades, and other IT initiatives.
• Provide after-hours or weekend support as needed for projects or business requirements.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field preferred; equivalent experience will be considered.
• Minimum of 3 to 5 years of experience in desktop support, endpoint support, or a related IT support role.
• Experience supporting both Windows and macOS environments required.
• Experience supporting executive-level users and managing IT assets preferred.
• Proficiency with Windows 11 and macOS support.
• Working knowledge of Microsoft 365, Active Directory, Omnissa/WS1 or other MDM Solution.
• Experience supporting mobile devices, printers, conferencing technology, and office productivity applications.
• Basic networking knowledge, including TCP/IP, DNS, DHCP, VPN, and Wi-Fi troubleshooting.
• Familiarity with endpoint security practices, including encryption, multifactor authentication, patching, and access management.
• Experience using ticketing and IT service management systems.
• Strong verbal and written communication skills.
• Excellent customer service and interpersonal skills.
• Strong troubleshooting and problem-solving abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong organizational skills and attention to detail.
• Ability to work independently and collaboratively.
• Professionalism, sound judgment, and discretion.