Desktop Support Specialist

Duties & Responsibilities

• Respond to user inquiries: Phone calls, emails, chats, and in-person requests.
• Diagnose and troubleshoot basic IT issues: Password resets, software installation problems, network connectivity issues, printer problems, and basic hardware troubleshooting.
• Follow established procedures and knowledge base articles: Utilize available resources to solve common problems efficiently.
• Document and track all support interactions: Create and update support tickets accurately.
• Escalate complex issues to Level 2 support: Recognize situations requiring advanced expertise or access.
• Provide clear and concise explanations to users: Communicate technical information in a user-friendly manner.
• Maintain a positive and professional demeanor: Practice active listening and build rapport with users.
• Gather relevant information: Ask clarifying questions to understand the problem thoroughly.
• Document user interactions accurately: Capture key details and resolutions for future reference.
• Educate users: Provide basic training on software usage and best practices.
• Maintain knowledge base: Contribute to updating and improving internal resources.
• Inventory and track IT assets: Update records on hardware, software, and peripherals.
• Affiliate with basic IT projects: Participate in routine tasks as assigned.
• Stay up-to-date on IT trends and developments: Attend training and seek opportunities to learn new skills.
• Perform basic hardware maintenance: Replace printer cartridges, troubleshoot cabling issues, clean equipment.
• Install and configure new equipment: Set up computers, printers, and other devices.
• Manage user accounts and permissions: Create and update user accounts, assign appropriate access levels.
• Backup and restore data: Assist with routine backups and data recovery procedures.
• Perform security awareness training: Educate users on basic security practices.