Desktop Support Specialist

Key Responsibilities

• Provide onsite and remote support for desktop devices, laptops, printers, scanners, and peripherals.
• Manage incidents related to hardware, software, operating systems, and network connectivity through resolution.
• Deliver IMAC services (Install, Move, Add, and Change).
• Perform hard and soft break-fix support for desktops and laptops.
• Ensure all devices are configured with approved desktop images and organizational standards.
• Provide VIP and executive user support when required.
• Act as the primary onsite IT contact for end-user issues.
• Support the full lifecycle of desktop and laptop devices, including deployment, maintenance, upgrades, and replacement.
• Install, configure, optimize, and maintain Windows-based desktop environments.
• Manage operating system updates, patching activities, and hardware refreshes.
• Monitor endpoint security compliance, antivirus status, and remediation activities.
• Support and maintain printers, scanners, and other workplace devices.
• Deploy, manage, and maintain software packages, updates, and patches using SCCM.
• Monitor software distribution, reporting, and inventory management.
• Support device enrollment, policy management, and application deployment through Microsoft Intune.
• Troubleshoot SCCM client issues and software deployment failures.
• Troubleshoot user account, access, and authentication issues within Active Directory.
• Manage incidents, requests, and service tasks using ServiceNow or similar ITSM platforms.
• Analyze recurring incidents and recommend improvements, automation opportunities, and user training requirements.
• Support Microsoft Office applications, Outlook, Teams, and collaboration tools.
• Assist users with VPN connectivity and mobile device support.
• Provide smart hands and feet support for infrastructure and remote IT teams when required.

Required Skills

• 2–4 years of experience in Desktop Support, End User Computing (EUC), or Onsite IT Support.
• Strong knowledge of Windows operating systems.
• Experience with ServiceNow or other ITSM tools.
• Hands-on experience with SCCM and Microsoft Intune.
• Proficiency in Microsoft Office Suite and Outlook.
• Strong troubleshooting skills across hardware, software, and connectivity issues.
• Experience supporting printers, scanners, laptops, and desktop devices.
• Excellent customer service and communication skills.

Preferred Skills

• Active Directory administration and troubleshooting.
• Experience supporting macOS devices and tablets.
• Knowledge of Microsoft Teams, VPN, and mobile device management.
• Experience providing VIP or executive-level support.
• Skill in Smart Hands & Feet support.
• Basic networking knowledge (LAN, Wi-Fi, TCP/IP).

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field (preferred).
• Relevant certifications such as Microsoft, CompTIA A+, ITIL, SCCM, or Intune certifications are advantageous.