Desktop Support Expert
The Desktop Support Specialist role involves providing advanced technical support and troubleshooting to end-users. This position requires 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.
* 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 a ticketing system.
* Provide remote support and troubleshooting for users working from home or in the field.
* Train and mentor junior support technicians as needed.