Job Title: Desktop Support Specialist
About the Role:
The primary objective of this position is to provide advanced technical support and troubleshooting services to end-users. This role 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 the company's ticketing system.
* Provide remote support and troubleshooting for users working from home or in the field.
* Train and mentor junior support technicians as needed.
* Evaluate and 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 and Skills:
* A bachelor's degree in information technology, computer science, or a related field, or equivalent 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 account management.
* Familiarity with remote desktop tools and support software.
* Excellent problem-solving and analytical skills.
* Strong communication and interpersonal skills.
* Ability to work independently and as part of a team.
* Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Desktop Support Technician (MCDST) are a plus.
Benefits:
* Opportunities for professional growth and development.
* A collaborative and dynamic work environment.
* Competitive compensation and benefits package.
* A comprehensive training program to enhance technical skills.
What We Offer:
This role offers a unique opportunity to join a forward-thinking organization and contribute to the delivery of exceptional technical support services. If you are a motivated and detail-oriented individual with a passion for technology, we encourage you to apply.