Desktop Support Specialist

Responsibilities

• Provide first-line, in-person, and remote technical support for end users.
• Troubleshoot Windows, macOS, mobile, peripheral, network access, collaboration, and business application issues.
• Support device deployment and lifecycle activities.
• Document, communicate, and resolve issues through ServiceNow in alignment with IT service management standards.
• Assist with device provisioning, imaging, application deployment, and hardware replacement activities.
• Support endpoint management using Microsoft Intune, MECM/SCCM, and Apple management workflows.
• Support security tasks such as BitLocker validation, Microsoft Defender, and patch compliance.
• Support user access and device-related identity tasks involving Microsoft Entra ID, Active Directory, and MFA.
• Support DSS projects and operational initiatives including Windows 11 upgrades, device refreshes, and office moves.
• Follow policies for asset tracking, inventory handling, device decommissioning, and data protection.
• Use automation, reporting, remote assistance, and AI tools responsibly to improve support efficiency.
• Cross-train team members and participate in continuous improvement efforts.

Requirements

• Minimum of 3 years of in-person Desktop Support, Device Support, or Support Center experience in a corporate environment.
• Proven experience supporting end-user desktops, laptops, mobile devices, peripherals, and business applications.
• Hands-on experience using ServiceNow or a comparable ITSM platform.
• Working knowledge of Windows current versions, Microsoft 365, Microsoft Teams, Outlook, OneDrive, SharePoint, and browsers.
• Exposure to Microsoft Intune, Microsoft Entra ID, Active Directory, device compliance, and endpoint security is preferred.
• Bachelor’s degree, technical certificate, or equivalent experience in IT or a related field is preferred.
• Certifications such as CompTIA A+, Network+, Microsoft 365, Microsoft Endpoint Administrator, ITIL Foundation, Apple, or similar are preferred.

Preferred Experience

• Experience supporting Microsoft 365 applications and services.
• Knowledge of modern endpoint management tools and security practices.
• Experience supporting executive or VIP end users with professionalism and discretion.
• Familiarity with device provisioning, imaging, and deployment workflows.
• Ability to communicate technical information clearly to users of varying technical skills.

The hourly pay rate range for this position is $23.00 to $25.00 (dependent on factors including but not limited to client requirements, experience, statutory considerations, and location).

Benefits available to full-time employees: medical, dental, vision, disability, life insurance, 401k and commuter benefits.