IT Support / Desktop Support Specialist

The role provides hands-on technical support to end users, including IT call center support, Active Directory, printer administration, iOS device support, video conferencing, network and application troubleshooting, remote support, hardware deployment, and ServiceNow ticket management.

Required Skills:

• Strong IT/Help Desk/Desktop Support experience.

• Excellent customer service and communication skills.

• Active Directory:

  • Navigate Organizational Units (OUs)
  • Look up user attributes
  • Password resets
  • Account unlocks

• Printer administration and troubleshooting:

  • Server print queues
  • Local print queues

• iOS support:

  • iPhone/iPad setup
  • iTunes account resets
  • Network settings
  • Backup/restore

• Video conferencing:

  • Cisco Webex
  • Microsoft Teams
  • Cisco Presence video solutions

• Network troubleshooting:

  • VPN
  • Wi-Fi
  • LTE
  • Internal/external connectivity

• Application troubleshooting:

  • Account permissions
  • Compatibility settings
  • Browser vs. installed applications

• Remote support:

  • MSRA
  • RDP
  • Teams
  • Webex

• Hardware deployment experience.

• ServiceNow:

  • Ticket management
  • Ticket assignment

Preferred Experience:

• IT Call Center / Service Desk experience.
• Ability to handle approximately 30 calls per day.
• Experience supporting government/enterprise users.
• Strong experience with end-user hardware and software troubleshooting.

Key Responsibilities:

• Provide first-level technical support to users.
• Handle and troubleshoot incoming IT support calls.
• Create, update, assign, and track ServiceNow tickets.
• Troubleshoot printers and print queues.
• Manage basic Active Directory user administration.
• Configure and troubleshoot iPhones and iPads.
• Support Cisco Webex and Microsoft Teams.
• Troubleshoot VPN, Wi-Fi, LTE, and connectivity issues.
• Troubleshoot application access and compatibility problems.
• Provide remote assistance using RDP/MSRA.
• Deploy and configure IT hardware.
• Escalate complex technical issues to the appropriate support team.
• Maintain professional communication with end users and technical teams.

Important Requirements:

• Candidate must be local.
• Position is 100% onsite.
• Candidate should be comfortable providing direct end-user support.