Desktop Support Specialist

Position Summary

The IT Specialist I enables employees to use technology efficiently and securely. This role provides advanced Tier 1/Tier 2 technical support, performs deskside and remote troubleshooting, and ensures high-quality customer service. Responsibilities include installing, configuring, and maintaining endpoint hardware/software, assisting with local platforms (backups, servers, networks), and supporting collaboration technologies across the organization.

• Identify, triage, and resolve technical issues of moderate complexity for Windows/macOS endpoints, mobile devices, and peripherals.
• Provide support for applications, systems, devices, and access issues (authentication/MFA, One Drive, email, network shares, VPN, printing, etc.).
• Document, track, and monitor work in approved IT systems/tools, including clear notes, root cause, and resolution steps.
• Escalate incidents beyond scope to appropriate Tier 2/3 teams with complete technical context and reproduction steps.
• Follow and contribute to SOPs, KB articles, and runbooks to improve first-contact resolution and consistency.

• Install, configure, and support hardware such as desktops, laptops, VoIP phones, scanners, tablets, wireless handheld scanners, credit card terminals, label/signature pads, and printers.
• Perform hardware configuration and deployment following organizational standards (imaging, asset tagging, driver packages, baseline apps, policies).
• Execute refresh/decommission tasks (secure data handling, wipe/reimage, transfer of assets, disposal compliance).
• Monitor performance of hardware/applications against benchmarks; provide remediation and feedback to management.

• Assist with routine tasks, project work, and day-to-day support of onsite infrastructure (backup job checks, server health, basic network connectivity, patch validation).
• Partner with central teams to coordinate changes, report local issues, and verify post-change success.

• Maintain accurate inventory of personal computer devices (laptops/desktops) and peripherals (monitors, keyboards, docks, cables).
• Perform receiving, staging, and kitting; update asset records (serials, locations, assigned users).
• Reconcile stock regularly; identify shortages, surplus, and reorder points.

• Support conferencing/collaboration technology:
  Microsoft Teams Rooms, telephony/VoIP, AV displays, cameras, microphones, and room PCs.
• Provide meeting-time assistance (pre-checks, quick fixes, escalation) and maintain basic AV hygiene (firmware, cabling, labeling).

• Assist users with new technology training and adoption (e.g., MFA, One Drive, Self Service portals).
• Create or update micro-guides and quick reference materials to improve self-service and reduce ticket volume.

• Accept and deliver projects with clear work plans, milestones, and status updates.
• Identify opportunities to simplify processes, reduce downtime, and improve user experience; propose changes with risk/benefit analysis.

• Strong customer service skills with excellent interpersonal communication (phone, chat, email, and in person).
• Hands-on troubleshooting experience (Tier 1/Tier
  2) for Windows/macOS endpoints, printers, scanners, and common business apps.
• Experience with endpoint imaging and deployment, driver/package installs, and baseline configuration.
• Familiarity with identity/access topics (password resets, MFA guidance, account unlocks), network basics (DHCP/DNS, Wi‑Fi), and printing.
• Ability to document work clearly and consistently in IT tools; comfort following scripts/runbooks and contributing improvements.

• Exposure to Microsoft 365 (Teams, One Drive, Outlook/Exchange) administration at a basic support level.
• Experience supporting Teams Rooms/AV setups and VoIP endpoints.
• Basic understanding of backup checks, server health, and local network connectivity troubleshooting.

• Customer Centricity:
  Empathy, active listening, and concise guidance; ability to…