Desktop Support Specialist

Job Function and Responsibilities:

 Installation of laptop, desktop, telephony and mobile devices, and IT-related peripherals -

includes imaging, profile configuration, network connectivity, etc.

 Installation of software on laptops, desktops, and mobile devices.

 Performs troubleshooting, maintenance and issue resolution related to laptops, desktops,

telephony, and mobile devices.

 Provides IT hardware/software service and support for new employees; includes equipment

setup, delivery, and IT related training.

 Provides executive level support to organization VIPs.

 Completes tasks related to the off boarding of separated employees; includes account

deprovisioning and equipment retrieval.

 Manages assigned tickets within ITSM ticket queue; resolves and closes assigned tickets within

agreed upon service levels.to ensure a high level of customer satisfaction; communicates

customer updates when issues may impact agreed upon service levels.

 Assists with major (Priority 1) incidents including issue definition, action plan and success criteria.

 Communicates with affected groups, stakeholders, and end-users about the impact to business

operations.

 Maintains adherence to organization Information Security policies and procedures.

 Attends training and/or industry seminars as appropriate, to stay abreast of current technologies,

trends, and directions.

 Performs additional duties as assigned.

Job Requirements:

 Professional customer service attitude and attention to detail

 Action-oriented with the ability to balance urgency with sound judgement and communication.

 2-4 years of progressively responsible desktop support, help desk, or incident management

experience.

 1-3 years of supporting C-suite executives or other organization VIPs.

 Experience supporting Microsoft Active Directory

 Experience supporting Windows 10 and Windows 11

 Experience supporting Microsoft Office 365 applications.

 Experience supporting audio/visual hardware software such as Microsoft Teams, Cisco Webex,

or other virtual collaboration software.

 Experience supporting mobile devices such as iPhones, iPads and Apple iOS operating systems.

 Excellent verbal and written communication skills.

 Experience with comparable IT Service Management system (ITSM) ticketing systems.

 High school diploma or equivalent (GED or High School Equivalency Diploma) required.

 Bachelor’s degree in information technology, Computer Science, or related field preferred.