Desktop Support Specialist

Job Summary:

The Desktop Support Specialist is responsible for diagnosing, troubleshooting, and resolving hardware, software, network, and account-related issues for internal employees or external clients. Unlike a basic call-center agent, this role often handles Tier 1 through Tier 2 (and sometimes Tier 3) escalations, manages ticketing queues, provisions endpoints, and writes basic automation scripts.

Duties/Responsibilities:

• Incident Response & Support: Respond to user queries via ticketing systems, Slack, email, phone, or in person; troubleshoot hardware, operating systems (macOS, Windows, ChromeOS), and mobile devices (iOS, Android).
• Account & Access Management: Administer Active Directory (AD) or Azure AD / Entra ID, including password resets, account creation/deletion, permission management, and multi-factor authentication (MFA).
• Hardware & Software Lifecycle: Provision, image, configure, and deploy laptops, phones, printers, and peripherals for new hires and hardware refreshes.
• Enterprise SaaS & Collaboration Tools: Support and troubleshoot cloud productivity suites such as Microsoft 365, Google Workspace, Zoom, Slack, Jira, and Confluence.
• Escalation & Documentation: Document troubleshooting steps and solutions in knowledge base articles; escalate complex network, server, or security issues to senior infrastructure teams.

Automation & Scripting: Write or utilize basic scripts (e.g., PowerShell, Bash, Python) to automate repetitive IT administrative tasks and deployments.

Required Skills and Qualifications:

Technical Skills (Hard Skills)

• Operating Systems: Strong proficiency in Windows 10/11 and/or macOS.
• Directory Services: Experience with Active Directory, Azure AD, or LDAP.
• Enterprise Apps: Familiarity with Microsoft 365 or Google Workspace administration.
• Networking Basics: Understanding of TCP/IP, DNS, DHCP, VPNs, and Wi-Fi troubleshooting.
• Scripting/Automation: Basic familiarity with PowerShell, Python, or Bash.
• Ticketing Systems: Experience with Jira Service Management, ServiceNow, Zendesk, or similar.

Interpersonal Skills (Soft Skills)

• Customer Empathy & Communication: Ability to translate dense technical jargon into clear, patient guidance for non-technical users.
• Problem-Solving & Autonomy: Capacity to research and independently solve novel hardware or software glitches.

Education & Certifications:

• Education: Often open to candidates with a high school diploma/associate degree combined with practical experience, though a Bachelor’s Degree in IT, Computer Science, or a related field is preferred by some enterprise organizations.
• Certifications: Industry-recognized credentials such as CompTIA A+, CompTIA Network+, Microsoft Certified Professional (MCP), or ITIL Foundations are a strong plus.

Physical and Work Location Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 20 pounds at times.
• A hybrid work location is authorized for this position. Schedule is set by manager.
• Company specifications must be met for internet connectivity when working from home.