What are the responsibilities and job description for the Desktop Support Specialist position at Intone Networks?
Desktop Support Specialist About the job 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. 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 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
