Job Summary:
We are seeking a highly skilled Desktop Support Specialist to join our IT team. The ideal candidate will provide technical assistance and support related to computer systems, hardware, and software. They will respond to queries, isolate problems, and determine and implement solutions to ensure smooth end-user operations.
Key Responsibilities:
• Technical Support: Provide day-to-day support for end users' hardware, software, and networking issues.
• Troubleshooting: Diagnose and resolve desktop and laptop hardware and software issues, including operating systems, network connectivity, printers, and peripherals.
• Software Installation: Install, configure, and troubleshoot desktop software applications (Windows, Mac, Office 365, etc.).
• System Updates: Perform regular system updates, software patches, and configuration changes to ensure system stability and security.
• Asset Management: Maintain an inventory of hardware and software assets, ensuring that systems and software are licensed and up-to-date.
• Incident Management: Use IT Service Management tools (like ServiceNow or Remedy) to log, track, and resolve incidents and service requests within defined SLAs.
• User Training: Provide basic end-user training on hardware and software, including new systems or upgrades.
• Documentation: Maintain accurate documentation related to technical issues, fixes, configurations, and user manuals.
• Collaboration: Work closely with network administrators, security teams, and other IT departments to resolve issues and improve processes.
• Remote Support: Provide support to remote users using remote desktop tools and ensure smooth connectivity for offsite staff.
• Backup & Recovery: Assist in ensuring data backup solutions are working effectively and help in recovering lost or corrupted data when necessary.
Skills and Qualifications:
• Education: Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent work experience).
• Experience: 2-4 years of experience in desktop support or a similar technical support role.
• Technical Proficiency: Strong knowledge of Windows, macOS, and Linux environments, Active Directory, networking fundamentals (TCP/IP, DNS, DHCP), and VPN technologies.
• Problem-Solving: Excellent troubleshooting skills with the ability to work independently and resolve issues effectively.
• Communication Skills: Strong verbal and written communication skills to interact with users at all technical levels.
• Certifications: Preferred certifications include CompTIA A+, Microsoft Certified Professional (MCP), or ITIL Foundations.
Preferred Attributes:
• Ability to multitask and manage multiple tickets simultaneously.
• Strong attention to detail with an analytical approach to problem-solving.
• Customer-focused with a commitment to providing high-quality service.
• Familiarity with Service Desk tools (e.g., Jira, ServiceNow).
