Desktop Support Specialist

Overview

The Desktop Support Specialist plays a critical role in managing and resolving IT technical issues within the organization, focusing primarily on maintaining hardware inventories and supporting Windows-based systems. The technician is responsible for diagnosing and repairing software and hardware problems and assisting users across various platforms and devices.

Key Responsibilities

• Manage and update IT hardware inventory using ServiceNow.
• Deliver deskside support for Windows operating systems.
• Install, configure, and maintain software applications.
• Troubleshoot and repair issues related to software and IT infrastructure.
• Install, upgrade, and service end-user computing equipment including desktops, laptops, monitors, and peripherals.
• Provide break/fix repairs and replace non-warranty user assets as necessary.
• Support network devices such as printers and scanners, including IP and TCP/IP setup.
• Handle both warranty and break/fix support for printers and scanners.
• Take ownership of escalations involving helpdesk applications, third-party, and market data software.
• Maintain operating system drivers, firmware, and software updates.
• Assist users with remote and home office configurations, including VPN and virtual machines.
• Adhere to organizational policies and protocols.
• Develop and update technical support documentation.
• Collaborate with internal teams and global support across multiple platforms.
• Log and manage incidents and service requests via ticketing systems.
• Provide proactive updates to management regarding trends, critical incidents, and possible delays.
• Participate in after-hours on-call rotations including weekends.
• Continuously update knowledge on emerging technologies through training.
• Respond promptly through various communication channels such as email and Microsoft Teams.

Working Conditions

• Primarily office-based with occasional physical visits to other nearby offices.
• Willingness to work outside normal business hours when critical issues arise.

Qualifications and Experience

• Minimum of three years of experience providing deskside support in Windows environments.
• Proven experience handling hardware inventory management, shipping, receiving, and asset tracking.
• Knowledgeable in patch management for both end-user and server platforms.
• Familiarity with messaging and collaboration tools like email, mobile communication apps, Microsoft Teams, Webex, and Cisco Jabber.
• Strong background in PC hardware and software troubleshooting and repair.
• Experience supporting both Windows and Mac operating systems.
• Experience with device asset tracking systems.
• CompTIA A+ certification or equivalent skill set is preferred.