Job Title: Desktop Support Specialist

Position Summary

The Desktop Support Specialist provides hands-on and remote technical assistance to employees across the organization. This role supports a wide range of IT services, delivering high-quality customer support over the phone, remotely, and in person.

As a frontline member of the Technology team, this individual identifies user technology needs, proactively resolves issues, and contributes to continuous improvements in service delivery, efficiency, and overall user experience.

Key Responsibilities

• Provide first-level and second-level technical support to employees in person, over the phone, and remotely
• Troubleshoot hardware, software, networking, printing, and mobile device issues
• Image and deploy Windows and macOS devices
• Manage Windows endpoints in an enterprise environment
• Administer user accounts and groups in Microsoft Active Directory
• Support network connectivity issues (LAN, DNS, TCP/IP, Wi-Fi) and remote access environments (e.g., Citrix)
• Assist with mobile device troubleshooting (iPhone, Android)
• Manage hardware asset tracking and inventory solutions
• Coordinate onboarding and offboarding processes, including provisioning and reclaiming equipment and system access
• Provide remote support for server and network devices when needed
• Work with vendors and building personnel for telecommunications and technology installations
• Supervise vendor visits and ensure completion of site work
• Identify process gaps and recommend improvements
• Collaborate with local and remote technology teams to support multiple office locations
• Participate in periodic travel to other office locations as required

Qualifications

• 3+ years of recent professional experience providing hands-on and remote technical support
• Experience with device imaging solutions for Windows and macOS
• Experience managing Windows endpoints in an enterprise setting
• Proficiency with Microsoft Active Directory account management
• Strong understanding of networking fundamentals (LAN, DNS, TCP/IP, Wi-Fi)
• Experience supporting remote access platforms such as Citrix
• Ability to troubleshoot printing and common mobile device issues
• Experience managing vendors and coordinating technology installations
• Experience with hardware asset management systems
• Ability to work onsite in an office environment

Preferred Qualifications

• Strong analytical and creative problem-solving skills
• Experience serving as an on-call resource
• Familiarity with ITIL framework and methodologies
• Understanding of enterprise security remediation and patch management practices
• Bachelor’s degree or advanced technical training preferred

Key Competencies

• Strong customer service and interpersonal skills
• Ability to explain complex technical concepts to non-technical users
• Self-starter with strong time management and prioritization skills
• Ownership mindset with strong follow-through
• Collaborative team player comfortable supporting multiple office locations