Qualifications (Skills & Experiences & Education)
Years of Relevant Experience: Minimum years of relevant experience needed to perform the job
Minimum 2-3 years of experience in supporting Windows, MacOS, Linux, and iOS clients.
Minimum 1-2 years of experience in supporting O365.
Education
Bachelor’s Degree or equivalent combination of education and experience
Skills: General skills needed to perform the job
Methodical and analytic troubleshooter.
Problem-solver.
Accountable.
Adaptable.
Ability to plan, organize, and prioritize.
Ability to perform under pressure.
Customer service excellence.
Effective communicator.
Collaborator.
Specialized Skills: Knowledge or certifications unique to this role
Proficiency with Windows, macOS, Linux, and mobile operating systems (iOS and Android).
Understanding system administration basics, including user account management.
Proficiency with identifying and resolving hardware, software, and network issues.
Proficiency with IT support tools (e.g., ticketing systems like Jira Service Management, Jira)
Familiarity with remote support tools.
Experience in O365 Administration.
Basic networking knowledge (TCP/IP, DNS, VPN setup).
Familiarity with IT service management principles, including incident and problem management.
Experience in scripting languages like PowerShell, Python, or Bash.
Self-starter with excellent troubleshooting and critical thinking skills.
Proficient in documenting system configurations, processes, and changes for maintenance and knowledge sharing.
- CompTIA A+/Network+/Security +
- Azure/Microsoft 365 certification
- Windows/Apple/Linux certification
- ITIL certification
Work Flexibility: Physical requirements, travel requirements, work schedule, etc.
Ability to meet requirements working with geographically distributed teams.
Role Summary: Brief summary which describes nature and level of work
Under the general supervision of the IT Director, the Desktop Support Specialist serves as the primary point of contact for users experiencing technical issues with hardware, software, or IT systems. This role focuses on delivering prompt and effective solutions to ensure minimal disruption to business operations. Responsibilities include troubleshooting, resolving technical problems, and escalating complex issues to higher-level support teams as needed.
In addition to managing Level 1, Level 2, and Level 3 user tickets, the Desktop Support Specialist will support various IT on-site tasks such as onboarding and offboarding employees, managing IT assets throughout their lifecycle, creating/updating KB articles and process documentation, and other related responsibilities.
The position requires a blend of technical expertise, effective communication skills, and a user-focused mindset to maintain a high standard of user satisfaction through quality technical support and clear, professional interactions.
Role Responsibilities: List essential functions in order of importance; include percentage of time spent performing each function (total should equal 100%)
Main responsibilities
- Respond promptly to user inquiries via phone, email, chat, or ticketing systems. (60%)
- Diagnose and resolve hardware, software, and network issues.
- Identify the root causes of problems and suggest appropriate fixes.
- Escalate complex issues to higher-level IT staff if necessary.
- Provide step-by-step solutions, either in-person, remotely, or over the phone.
- Ensure user satisfaction by providing clear and timely updates.
- Document recurring problems to suggest long-term fixes.
- Write technical documentation.
- Participate in MS Teams calls.
- Build and foster strong partnerships with users and vendors.
- Ticket prioritization and reporting. (10%)
- Log, track, and update service requests and incidents.
- Prioritize tasks based on urgency, impact, and service level agreements (SLAs).
- Create and maintain records of resolved issues and solutions for knowledge bases.
This job description is a guideline and does not create contractual rights between the Company and any of its contractors. The Company does not enter into any type of employment contract, implied or written, with its contractors regarding job security.