Job Summary
The Desktop Support Specialist is responsible for delivering advanced technical support and troubleshooting to end-users.
This role involves addressing complex issues, maintaining hardware and software systems, and ensuring optimal performance and user satisfaction.
Key Responsibilities:
* Provide second-level technical support for desktop/laptop hardware, software, and peripheral issues.
* Diagnose and resolve advanced technical issues escalated from the L1 support team.
* Install, configure, and maintain operating systems, software applications, and system updates.
* Perform root cause analysis to identify recurring technical problems and develop solutions.
* Excel in troubleshooting break/fix issues of Windows and Mac computers.
* Assist with network connectivity issues, including LAN/WAN, Wi-Fi, and VPN.
* Collaborate with IT team members on projects, upgrades, and implementations.
* Maintain accurate records of work performed, issues, and resolutions using the ticketing system.
* Provide remote support and troubleshooting for users working from home or in the field.
* Train and mentor junior support technicians as needed.
* Ensure compliance with IT policies, security protocols, and best practices.
* Perform routine maintenance and inspections to ensure optimal performance of equipment.
* Build and maintain strong relationships with end-users and ensure user satisfaction.
Qualifications:
* Associate's or bachelor's degree in information technology, computer science, or related field, or equivalent work experience.
* 2-4 years of experience in a desktop support or similar role.
* Strong knowledge of Windows and Mac operating systems.
* Proficiency with Microsoft Office Suite and other common software applications.
* Experience with Active Directory, group policies, and user administration.