Desktop Support Specialist

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A Desktop Support Specialist plays a critical role in ensuring the smooth operation of an organization's IT infrastructure. This role involves providing technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. Desktop Support Specialists diagnose and resolve problems, install updates, and maintain equipment, ensuring minimal disruption to the day-to-day operations. They also create and manage user accounts and permissions, offer guidance on technical issues, and proactively implement solutions to enhance system performance and user satisfaction.

- Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent work experience.
- 2+ years of experience in a desktop support or similar IT support role.
- Strong knowledge of operating systems (e.g., Windows, macOS, Linux).
- Proficiency with Microsoft Office Suite and common enterprise software applications.
- Experience with email clients (e.g., Outlook, Thunderbird) and collaboration tools (e.g., Microsoft Teams, Slack).
- Familiarity with network troubleshooting and basic network configurations (e.g., TCP/IP, DNS).
- Experience with hardware troubleshooting and repair for desktops, laptops, printers, and scanners.
- Strong understanding of IT security principles and data protection best practices.
- Ability to perform software updates and manage patch deployment.
- Experience with Active Directory and user account management.
- Proficiency in using and managing ticketing systems (e.g., Jira, ServiceNow).
- Excellent problem-solving and analytical skills.
- Ability to conduct remote support sessions effectively.
- Strong communication and interpersonal skills.
- Ability to train and educate end users on IT systems and best practices.
- Organizational and time management skills.
- Familiarity with audio-visual equipment setup and troubleshooting.
- Experience in documenting IT processes and creating knowledge base articles.
- Ability to lift and carry computer equipment as needed.
- Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator Associate are a plus.

- Respond to user inquiries and resolve hardware, software, and network issues.
- Install, configure, and maintain computer workstations, laptops, and peripherals.
- Troubleshoot and correct printer and scanner malfunctions.
- Provide support for operating systems, email clients, and collaboration tools.
- Perform software updates and manage patches.
- Assist in setting up and maintaining user accounts and permissions.
- Document issues, solutions, and tasks in the ticketing system.
- Deploy and manage desktop applications, ensuring proper licensing.
- Educate users on IT security and data protection best practices.
- Assist with onboarding and offboarding procedures, including hardware setup and account management.
- Execute remote support sessions to resolve user issues.
- Collaborate with IT team members on projects and initiatives.
- Maintain an inventory of computer hardware and software licenses.
- Ensure backups of critical data and perform data restoration when necessary.
- Participate in routine maintenance tasks such as defragmenting and clearing temporary files.
- Assist in developing and documenting IT support procedures and FAQs.
- Escalate unresolved issues to appropriate internal teams or external vendors.
- Monitor and respond to network connectivity issues affecting end users.
- Set up and support audio-visual equipment for meetings and presentations.

The ideal candidate for the Desktop Support Specialist role is an adept IT professional with a minimum of 2 years of hands-on experience in desktop support or a similar IT role, underpinned by either a Bachelor's degree in Information Technology, Computer Science, or equivalent work experience. They possess extensive knowledge of various operating systems, including Windows, macOS, and Linux, and demonstrate proficiency with the Microsoft Office Suite and other enterprise software applications. Showcasing strong problem-solving and analytical abilities, the candidate excels in hardware troubleshooting and repair for desktops, laptops, printers, and scanners, along with familiarity in network configurations and IT security principles. Their expertise extends to Active Directory, user account management, and the deployment and maintenance of software updates and patches. The ideal candidate is not only skilled in using ticketing systems like Jira or ServiceNow but also excels in remote support sessions and educating end users on IT best practices. With excellent communication and interpersonal skills, they can effectively assist users with patience and a strong customer service orientation while maintaining high levels of technical proficiency and confidentiality. They are characterized by a proactive, self-motivated approach, an ability to work under pressure, and a keen interest in technology advancements. Demonstrating strong organizational and time management skills, they can manage competing priorities with reliability and dependability. A positive attitude, adaptability, flexibility, and a team-oriented mindset with a commitment to continuous learning further set them apart as the perfect fit for this role.

- Respond to user inquiries and resolve hardware, software, and network issues in a timely manner.
- Install, configure, and maintain computer workstations, laptops, and peripheral devices.
- Troubleshoot and rectify printer and scanner malfunctions.
- Provide support for operating systems, email clients, and collaboration tools.
- Perform regular software updates and patch management.
- Assist in the setup and maintenance of user accounts, profiles, and permissions.
- Document issues, solutions, and work performed in the ticketing system.
- Deploy and manage desktop applications, ensuring proper licensing.
- Educate users on best practices for IT security and data protection.
- Assist with onboarding and offboarding procedures, including hardware setup and account creation.
- Execute remote support sessions to troubleshoot and resolve user issues.
- Collaborate with IT team members on larger projects and IT initiatives.
- Maintain an inventory of computer hardware and software licenses.
- Ensure timely backups of critical data and restore data as needed.
- Participate in routine maintenance tasks such as defragmenting hard drives and clearing temporary files.
- Assist in the development and documentation of IT support procedures and FAQs.
- Escalate unresolved issues to appropriate internal teams or external vendors.
- Monitor and respond to network connectivity issues impacting end users.
- Setup and support audio-visual equipment for meetings and presentations.

- Strong problem-solving skills
- Excellent analytical abilities
- Effective communication skills
- Exceptional interpersonal skills
- High level of patience
- Strong customer service orientation
- Detail-oriented mindset
- Proactive and self-motivated
- Ability to work under pressure
- Team player with collaborative spirit
- Adaptability and flexibility
- Keen interest in technology advancements
- Strong organizational skills
- Efficient time management
- High level of reliability and dependability
- Positive attitude
- Ability to handle confidential information
- Strong troubleshooting skills
- Quick learner
- High level of technical proficiency
- Commitment to continuous learning

- Competitive salary ranging from $50,000 to $70,000 annually
- Comprehensive health, dental, and vision insurance plans
- Generous paid time off (PTO) including vacation, sick leave, and holidays
- Retirement savings plan with company matching (e.g., 401k)
- Flexible work hours and the possibility of remote work
- Professional development opportunities, including training and certification support
- Employee wellness programs and resources
- Life and disability insurance
- Employee assistance program (EAP)
- Tuition reimbursement for further education
- Opportunities for career growth and advancement within the company
- Casual dress code
- Company-sponsored events and team-building activities
- Onsite gym and fitness facilities (if available)
- Free or subsidized parking
- Access to the latest technology and tools
- Collaborative and supportive work environment
- Employee discounts on company products and services
- Recognition and rewards programs for outstanding performance