Desktop Support Specialist
Job Summary:
The Desktop Support Specialist is an entry-level IT position that provides technical assistance to customers regarding various hardware and software applications. The main duties include troubleshooting and diagnosing different technical issues, assessing and understanding user needs and issues and recommending technical fixes to customers.
Primary Responsibilities:
- Provide first-level technical support to end users by responding to hardware, software, and peripheral-related issues through phone, chat, and the organization's desktop support ticketing system.
- Troubleshoot and diagnose technical issues, identify root causes, and provide timely and effective resolutions.
- Assess user needs, explain technical solutions in a clear and professional manner, and recommend appropriate fixes or workarounds.
- Install, configure, and deploy desktop computers, laptops, monitors, printers, and other peripheral devices.
- Perform setup and configuration of new workstations, including hardware installation, software deployment, user account configuration, and peripheral connectivity.
- Install, update, and upgrade operating systems, software applications, and security patches on supported devices.
- Document all service requests, troubleshooting steps, resolutions, and follow-up actions within the ticketing system to maintain accurate support records.
- Escalate unresolved or complex technical issues to Tier 2 Support while providing complete documentation of troubleshooting efforts.
- Assist with equipment moves, replacements, upgrades, and new installations at supported locations.
- Provide users with basic guidance and training on hardware, software, and technology best practices.
- Maintain inventory of assigned hardware and assist with asset tracking as needed.
- Follow established IT policies, procedures, and security standards while providing technical support.
- Other duties as assigned by supervisor.
Supervisory Responsibilities:
- This position has no supervisory responsibilities.