Desktop Support Specialist

Information Technology

The Desktop Support Specialist is responsible for providing day-to-day desktop and technical support services to ensure smooth IT operations across the organization. This role supports a wide range of users and technology assets and plays a critical role in maintaining a positive end-user experience.

Responsibilities

• Maintain accurate IT asset inventory and assist with the acquisition, deployment, support, and retirement of hardware and software in alignment with established IT lifecycle management practices.
• Provide hands-on support for IT assets including computers, monitors, phones, mobile devices, tablets, printers, and related equipment.
• Deliver high-quality, customer-focused technical support to users at all levels of the organization, including staff, members, vendors, and partners.
• Perform all tasks in compliance with established IT policies, procedures, and standards.
• Manage service requests throughout their lifecycle, ensuring thorough documentation, timely resolution, and appropriate escalation when required.
• Effectively prioritize and multitask across multiple assignments and support tickets to meet service-level expectations.
• Diagnose and resolve issues related to hardware, software, networks, and printers.
• Provide audio/visual setup and troubleshooting support as needed.
• Participate in on-call and after-hours support rotations for urgent or critical issues.
• Continuously learn and adapt to new systems, tools, business processes, and technologies.
• Perform additional duties as assigned by IT Management.

Qualifications

• Minimum of 3 years of experience installing, troubleshooting, and maintaining hardware and software systems, including upgrades and deployments.
• Strong customer service orientation with the ability to interact effectively with both technical and non-technical users.
• Excellent verbal and written communication skills, with strong interpersonal abilities and a positive, professional attitude.
• Ability to quickly learn and support new systems, even with limited documentation.
• Proficient knowledge of Windows and macOS operating systems.
• Proven ability to think creatively, conduct independent research, and develop solutions to complex technical problems.
• Comfortable working with executives, staff, and vendors with varying levels of technical expertise.
• Ability to manage stress professionally in a fast-paced support environment.
• Strong team player who supports departmental decisions, policies, and procedures.
• Ability to create, maintain, and update technical documentation and user guides.
• A+, MSDT, or Help Desk-related certifications are preferred.
• Ability to lift, carry, push, or pull up to 40 pounds.