Desktop Support Specialist

Location: Harrisburg, PA
Work Arrangement: 100% Onsite

Role Overview

The Desktop Support Specialist provides hands-on technical support for employees across office and warehouse environments. The role resolves day-to-day hardware, software, endpoint, printing, connectivity, access, and business application issues while maintaining a reliable and responsive end-user support experience.

This position serves as a primary point of contact for IT support requests and owns issues from initial intake through resolution or appropriate escalation. The Desktop Support Specialist also supports warehouse technology, mobile devices, printers, basic network troubleshooting, and first-line triage of ERP and other business application issues. The role requires strong organization and the ability to manage multiple support requests and competing priorities.

Primary Responsibilities

• Provide Tier 1 and Tier 2 technical support for employees across office, warehouse, and remote environments.
• Receive, prioritize, troubleshoot, document, and resolve IT support requests through the IT service management platform.
• Own assigned incidents and service requests from intake through resolution, communication, and closure.
• Escalate complex infrastructure, network, security, application, and integration issues to the appropriate internal teams or vendors.
• Troubleshoot desktops, laptops, operating systems, business applications, mobile devices, peripherals, and related hardware.
• Configure, deploy, image, replace, and maintain desktops, laptops, mobile devices, and other endpoints.
• Perform software installation, configuration, updates, and basic application troubleshooting.
• Support user onboarding, offboarding, account setup, password resets, access requests, permissions, and related employee lifecycle activities.
• Maintain accurate IT asset inventory and support equipment lifecycle activities, including deployment, replacement, recovery, and disposal.
• Support RF devices, barcode scanners, handhelds, tablets, voice systems, mobile devices, and other warehouse technology.
• Troubleshoot warehouse device, application, printing, wireless, and connectivity issues.
• Support enterprise printers, print servers, thermal printers, label printers, barcode printers, and mobile printing solutions.
• Troubleshoot printing issues involving hardware, drivers, applications, network connectivity, queues, and print management systems.
• Perform first-line troubleshooting of wired and wireless connectivity issues.
• Assist with troubleshooting Wi-Fi, VPN, DHCP, DNS, switching, and basic network connectivity problems.
• Support warehouse wireless and RF connectivity and coordinate escalation of infrastructure issues when needed.
• Support directory services, user accounts, groups, permissions, shared drives, email, and collaboration tools.
• Provide basic support for file services, servers, virtualization environments, backups, and other infrastructure under established procedures.
• Perform initial triage of ERP and business application issues to determine whether problems originate with the user, endpoint, network, application, printing environment, or system integration.
• Gather logs, screenshots, error messages, device information, and other diagnostics needed for escalation.
• Identify failed transactions, integration delays, data mismatches, or application errors and coordinate resolution with internal teams, vendors, or implementation partners.
• Coordinate with third-party vendors and service providers for hardware repairs, application support, telecommunications, and other technical issues.
• Maintain support documentation, standard operating procedures, knowledge articles, troubleshooting guides, and runbooks.
• Identify recurring incidents and recommend practical improvements that reduce support volume and improve the employee experience.
• Assist with IT projects, endpoint refreshes, office and warehouse deployments, infrastructure changes, and enterprise application initiatives.
• Participate in after-hours or on-call support as required.

Required Technical Skills

• Strong, independent desktop and end-user troubleshooting capability across hardware, software, operating systems, peripherals, and business applications.
• Strong working knowledge of Windows desktop environments and common enterprise productivity applications.
• Practical experience configuring, deploying, imaging, and supporting desktops, laptops, mobile devices, and peripherals.
• Working capability with user account administration, directory services, permissions, password resets, and access management.
• Working knowledge of TCP/IP networking, DNS, DHCP, Wi-Fi, VPNs, and basic network troubleshooting.
• Practical experience supporting enterprise printing environments, including network printers, print servers, thermal printers, label printers, barcode printers, and related drivers and software.
• Ability to troubleshoot printing problems across hardware, software, drivers, applications, network connectivity, and print queues.
• Practical experience using and supporting an IT service management or ticketing platform.
• Working knowledge of incident management, request fulfillment, escalation, SLAs, documentation, and ticket lifecycle management.
• Ability to independently own support issues through resolution or appropriate escalation.
• Ability to troubleshoot issues across users, devices, networks, applications, and connected systems.
• Strong customer service and communication skills with the ability to work effectively with technical and non-technical employees.
• Strong problem-solving skills and the ability to gather clear diagnostic information before escalating issues.
• Hands-on capability in desktop support, help desk, technical support, or a similar IT support role.

Preferred Qualifications

• Practical experience supporting warehouse, logistics, manufacturing, or distribution environments.
• Practical experience supporting RF scanners, handheld devices, warehouse printers, mobile devices, or other operational technology.
• Practical experience with Microsoft 365, Active Directory and/or Microsoft Entra ID, endpoint management platforms, and remote support tools.
• Familiarity with servers, virtualization, backups, and enterprise network infrastructure.
• Practical experience supporting ERP or other enterprise business applications.
• Practical experience working with third-party vendors and managed service providers.
• Relevant certifications such as CompTIA A+, Network+, Microsoft, or similar credentials are preferred.