Job Summary:

The Desktop Support Specialist is responsible for maintaining the organization's computer systems, troubleshooting hardware and software issues, and ensuring users have a smooth and efficient experience with their technology. This role involves diagnosing technical problems, offering timely solutions, and providing exceptional customer service to end users.

Key Responsibilities:

• Technical Support:
• Provide first-level troubleshooting for hardware, software, and network-related issues, both remotely and on-site.
• Respond to help desk tickets, phone calls, and emails in a timely manner to resolve technical problems.
• Install, configure, and maintain computer systems, printers, peripheral devices, and other hardware components.
• Assist with software installation, updates, and configuration.
• User Assistance:
• Provide support to users on a variety of technical issues, including operating systems, applications, network connectivity, and security protocols.
• Document solutions and create knowledge base articles for recurring issues.
• Help with Windows settings, monitor settings, and peripherals (i.e. keyboards, mice)
• System Maintenance:
• Monitor and maintain computer systems, ensure hardware and software are up-to-date and functioning correctly and escalate to development teams or other personnel if additional assistance is needed.
• Perform regular maintenance tasks, including system updates, backups, and antivirus scans.
• Manage asset inventory and track equipment lifecycles
• Assist with vendor management and delivery of equipment
• Collaboration:
• Work with other IT team members and vendors to escalate and resolve complex technical problems.
• Assist in project implementation for IT upgrades, system rollouts, or new hardware/software integrations.
• Support network administration tasks, including setting up user accounts and configuring network permissions.

Qualifications:

• Education: Associate degree or equivalent in Information Technology, Computer Science, or a related field. Bachelor’s degree preferred.
• Experience: 1-3 years of experience in desktop support, help desk, or IT-related roles.
• Technical Skills:
• Proficient in Windows and Linux operating systems.
• Familiarity with office productivity software
• Basic understanding of networking protocols, IP addressing, and DNS.
• Experience with troubleshooting hardware (desktops, laptops, printers) and software issues.
• Familiarity with Active Directory, Office 365, and remote desktop applications.
• Certifications (optional but beneficial):
• CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator.

Work Environment:

• This is an on-site position with occasional remote support, based on the needs of the business.
• Some lifting of computer equipment (up to 50 lbs.) is required.
• Occasional after-hours or weekend work for maintenance or support.