Desktop Support Specialist

Job Title: Desktop Support Specialist

Position Summary

The Desktop Support Specialist provides hands-on and remote technical assistance to employees across the organization. This role supports a wide range of IT services, delivering high-quality customer support over the phone, remotely, and in person.

As a frontline member of the Technology team, this individual identifies user technology needs, proactively resolves issues, and contributes to continuous improvements in service delivery, efficiency, and overall user experience.

Key Responsibilities

● Provide first-level and second-level technical support to employees in person, over the phone, and remotely
● Troubleshoot hardware, software, networking, printing, and mobile device issues
● Image and deploy Windows and macOS devices
● Manage Windows endpoints in an enterprise environment
● Administer user accounts and groups in Microsoft Active Directory
● Support network connectivity issues (LAN, DNS, TCP/IP, Wi-Fi) and remote access environments (e.g., Citrix)
● Assist with mobile device troubleshooting (iPhone, Android)
● Manage hardware asset tracking and inventory solutions
● Coordinate onboarding and offboarding processes, including provisioning and reclaiming equipment and system access
● Provide remote support for server and network devices when needed
● Work with vendors and building personnel for telecommunications and technology installations
● Supervise vendor visits and ensure completion of site work
● Identify process gaps and recommend improvements
● Collaborate with local and remote technology teams to support multiple office locations
● Participate in periodic travel to other office locations as required

Qualifications

● 3+ years of recent professional experience providing hands-on and remote technical support
● Experience with device imaging solutions for Windows and macOS
● Experience managing Windows endpoints in an enterprise setting
● Proficiency with Microsoft Active Directory account management
● Strong understanding of networking fundamentals (LAN, DNS, TCP/IP, Wi-Fi)
● Experience supporting remote access platforms such as Citrix
● Ability to troubleshoot printing and common mobile device issues
● Experience managing vendors and coordinating technology installations
● Experience with hardware asset management systems
● Ability to work onsite in an office environment

Preferred Qualifications

● Strong analytical and creative problem-solving skills
● Experience serving as an on-call resource
● Familiarity with ITIL framework and methodologies
● Understanding of enterprise security remediation and patch management practices
● Bachelor’s degree or advanced technical training preferred

Key Competencies

● Strong customer service and interpersonal skills
● Ability to explain complex technical concepts to non-technical users
● Self-starter with strong time management and prioritization skills
● Ownership mindset with strong follow-through
● Collaborative team player comfortable supporting multiple office locations