What are the responsibilities and job description for the Desktop Support Specialist position at Gotham Technology Group?
Overview:
Our client is seeking a proactive and customer-focused IT Support Specialist to provide hands-on hardware and software support across our organization. This role will serve as the first point of contact for end-user technology issues, ensuring timely and effective resolution while delivering an excellent support experience.
Key Responsibilities:
- Provide day-to-day support for end-user hardware and software, including desktops, laptops, mobile devices (iOS/Android), and peripherals
- Serve as the primary support contact for Windows 10/11 desktop environments
- Troubleshoot, triage, and resolve technical issues, logging all activities and solutions via Zendesk or similar ticketing system
- Deliver white-glove, in-person support for executives and staff, ensuring a professional and responsive service experience
- Support basic audio-visual and conference room setup and functionality
- Manage on-site inventory: imaging, configuring, and shipping devices for onboarding, offboarding, and equipment replacements
- Support Microsoft 365 applications (Outlook, Teams, Word, Excel, etc.) and other business-critical software
- Perform access and identity management tasks using Okta and Microsoft Intune
- Maintain accurate and up-to-date documentation of technical procedures and support actions
- Rotate responsibilities within the support queue and contribute to team-wide knowledge sharing
Tools & Technologies:
- Windows 10/11
- Microsoft 365 Suite
- Zendesk (or equivalent ITSM platform)
- Okta (SSO, MFA administration)
- Microsoft Intune (device and app management)
- iOS and Android mobile device platforms
- Cisco networking and telephony (basic support)
What You Bring:
- 1–3 years of experience in IT support, ideally in a professional or corporate environment
- A strong customer service mindset with excellent problem-solving abilities
- Initiative and a hands-on approach to troubleshooting technical issues
- Clear and effective communication skills, both verbal and written
- Ability to follow established processes, escalate issues appropriately, and collaborate across teams
- Basic understanding of enterprise networks, operating systems, and IT infrastructure
- A Certification preferred
- Familiarity with IT service management (ITSM) principles and documentation best practices
Salary : $30 - $40
