Desktop Support Specialist (Hybrid)

We are looking for a skilled professional to provide advanced technical support for desktop systems and ensure a seamless user experience. This role requires expertise in desktop technologies, including laptops, telephony, Microsoft solutions, Active Directory, and Azure, along with strong communication and customer service abilities.

Key Responsibilities

• Respond to and resolve technical incidents within defined service level agreements using the service desk platform.


• Provide troubleshooting and support for end-user systems and applications.


• Utilize desktop automation tools and identify opportunities for further automation.


• Assess and recommend hardware and software solutions to drive standardization and efficiency.


• Develop and refine documentation for standards, policies, and procedures.


• Manage hardware, software, and licensing inventory.


• Coordinate onboarding and offboarding processes, including asset management and initial training.


• Oversee physical security measures.


• Handle daily facility operations, including maintenance, repairs, and office requests.


• Act as the primary contact for facility-related inquiries.


• Execute additional IT-related tasks and special projects as needed.

Qualifications

• Associate degree in computer science, IT, or a related field.


• At least 4 years of IT experience and 2+ years in desktop support.


• Equivalent combinations of education, training, and experience will be considered.

Required Skills

• Proficiency with Microsoft Enterprise tools and the M365 suite.


• Familiarity with desktop automation technologies.


• Knowledge of Active Directory, Group Policy, DNS, and DHCP.


• Experience with network tools (e.g., Cisco Meraki) and hardware such as access points, switches, routers, and firewalls.


• Collaborative mindset with strong analytical and troubleshooting abilities.


• Competence in supporting peripherals like printers and scanners.


• Strong written and verbal communication skills.

Preferred Skills

• Experience with IT service management tools such as ServiceNow.


• Background in VoIP system administration.


• Familiarity with audiovisual equipment support.


• Leadership experience or team coordination skills.