Desktop Support Specialist

POSITION SUMMARY:

We are seeking a skilled Desktop Support Engineer with expertise in Microsoft environments to provide comprehensive deskside and remote technical support to end users. The ideal candidate will have a strong background in Windows operating systems, Microsoft 365, Active Directory, and networking fundamentals, as well as experience working in a collaborative team environment. You will play a critical role in ensuring IT systems run smoothly and users receive timely and effective support.

ESSENTIAL FUNCTIONS:

Technical Support & Troubleshooting:

• Provide Tier 1/2 deskside and remote technical support for Windows desktops, laptops, and peripheral devices, ensuring timely resolution of issues.
• Troubleshoot and resolve hardware and software issues, including operating systems, enterprise applications, and custom configurations.
• Diagnose and resolve Microsoft 365-related issues, including Exchange Online, Teams, OneDrive, and SharePoint functionality.
• Resolve network connectivity issues (LAN/WAN, VPN, Wi-Fi) in collaboration with the network engineering team.
• Log, track, and manage support requests using a trouble ticketing system, ensuring timely resolution and accurate documentation of issues.
• Configure and manage endpoint security tools and ensure compliance with security protocols.
• Provide advanced support for mobile devices and virtual desktop environments.

System Administration & Maintenance:

• Manage and maintain user accounts, permissions, and group policies in Active Directory (AD) and Azure AD.
• Monitor and apply system patches, updates, and software deployments using tools such as Microsoft Intune or SCCM.
• Assist with new hardware/software rollouts, including imaging, configuring, and deploying devices.
• Maintain IT asset inventory, ensuring accurate tracking of desktops, laptops, and peripherals.

Collaboration & Teamwork:

• Work closely with a team of deskside and remote support engineers to provide seamless, cross-functional support.
• Collaborate with other IT teams, including network, server, and application teams, to resolve complex issues and implement solutions.
• Serve as an escalation point for junior support staff, mentoring and providing guidance as needed.

Customer Service & Documentation:

• Deliver excellent customer service by maintaining a professional and empathetic approach to end-user interactions.
• Develop and maintain technical documentation, including knowledge base articles, FAQs, and training guides.
• Provide training and guidance to end users to optimize their use of IT systems and tools.

Project Support & Continuous Improvement:

• Support IT projects such as system upgrades, migrations, and technology rollouts.
• Identify opportunities to improve IT processes and provide recommendations for streamlining operations.
• Participate in regular team meetings to discuss challenges, share knowledge, and contribute to team success.

QUALIFICATIONS:

• 2-5 years of experience in desktop support, IT helpdesk, or a similar role.
• Bachelors degree in Computer Information Systems or equivalent experience
• Expertise in Windows 10/11, Microsoft Office 365, and Active Directory.
• Experience with Azure AD, Intune, Group Policy, and software deployment tools.
• Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
• Familiarity with remote support tools, ticketing systems, and endpoint management platforms.
• Exceptional troubleshooting skills for both deskside and remote environments.
• Excellent communication and interpersonal skills, with a customer-focused mindset

PHYSICAL REQUIREMENTS

• Must be able to sit or stand for the duration of the shift
• Must be able to lift at least 25 pounds
• Ability to travel to all Rochester locations as required