IT DESKTOP SUPPORT SPECIALIST

Job Title

IT Desktop Support Specialist

Department

Information Technology

Reports to

IT Support Services Manager

Status

Full Time/Non-Exempt

IT Desktop Support Specialist Position Summary (Work location is in office) Deliver excellent customer service and provide first- and second-level technical support for desktops, peripherals, and client applications. Manage incidents via phone and ticketing systems, travel onsite within greater Phoenix area as needed, and resolve escalated Tier 1 issues.

IT Desktop Support Specialist Responsibilities

• Answer technical trouble calls via phone, face-to-face, and email. Build rapport and elicit problem details.
• Assess requests, attempt to resolve, or refer to appropriate personnel.
• Keep customers informed on request status and progress. Perform post-resolution follow-ups.
• Record, track, and document the help desk request problem-solving process.
• Install, configure, upgrade, and troubleshoot desktop hardware and software components.
• Provide IT training and assistance to customers.
• Develop best practice guidelines and knowledge base articles.
• Enforce security and privacy requirements on user software and network environments.
• Provide 1st and 2nd level support for desktop technologies.
• Troubleshoot and resolve complex software problems.

IT Desktop Support Specialist Skills and Abilities

• Superior customer service skills
• Effective written and verbal communication skills
• Ability to work around medical office hours (includes nights and/or weekends as needed)
• Adaptable to changing priorities and work schedules
• Excellent analytical and problem-solving skills
• Ability to work under pressure and handle multiple tasks simultaneously
• Valid driver’s license with reliable transportation