Desktop Support Specialist

Job Overview

Key Responsibilities

• Technical Support & Resolution: Prioritize and resolve IT incidents and service desk tickets with urgency.
• System Deployment: Image, configure, and deploy new computers, peripheral hardware, local and network printers, and required software.
• Data & Profile Migration: Securely migrate and protect user data and profiles during hardware refreshes.
• Network & Systems Collaboration: Work alongside network, data center, and application development teams to troubleshoot customer-level issues.
• Project Leadership & Documentation: Lead technical support initiatives and create process documentation/SOPs in alignment with service level agreements.
• Security & Compliance: Ensure full compliance with organizational IT security standards to protect data and systems.

Key Skills & Qualifications (7+ Years Required)

• Hardware & Peripherals: Expert hands-on experience with desktop/laptop hardware, mobile devices, and components.
• PC Imaging & Software Deployment: Proficient in imaging workstations and installing software packages.
• Service Desk Systems: Hands-on experience with ServiceNow for call tracking and ticket management.
• Troubleshooting: Advanced IT incident evaluation and technical problem-solving capabilities.

• Networking Protocols: Sound understanding of DHCP reservations, basic networking protocols, and communications.
• Printer & Device Setup: Installing and troubleshooting local/network printers and peripherals (scanners, etc.).
• Data Migration: Experience migrating user data/profiles safely during replacements.
• Active Directory & Identity Management: Experience with user account management (AD, Citrix, email accounts).
• Technical Documentation: Ability to draft operational guides, SOPs, and technical workflows.