Desktop Support Specialist

A Desktop Support Specialist provides technical support and assistance to users of computer systems and software in an organization. They focus primarily on troubleshooting and resolving issues related to desktop computers, laptops, and related hardware and software, ensuring that employees can work efficiently without technology-related interruptions.

Desktop Support Specialists perform various tasks, including diagnosing and fixing hardware and software problems, setting up and configuring new devices, installing software applications, and training users on how to use technology effectively. 

They often respond to help desk tickets, assist with network connectivity issues, and ensure that all systems are secure and up to date.

Join us as a Desktop Support Specialist, where you'll be the backbone of our technology operations and ensure a seamless experience for our team!

In this role, you'll provide essential technical support, diagnosing and resolving hardware and software issues that keep our organization running smoothly.

As a key leader in our IT department, you'll navigate the complexities of desktop support, leveraging your expertise to implement best practices and enhance user satisfaction while maintaining system integrity.

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Install, modify, and repair computer hardware and software, including operating systems and applications.
• Maintain hardware and software inventory and documentation to ensure accurate record-keeping.
• Configure and troubleshoot network connectivity for end-users in both onsite and remote environments.
• Collaborate with IT team members to resolve technical problems and escalate issues as necessary.
• Set up and support audio/visual equipment for presentations and meetings.
• Conduct routine audits of systems and software and perform backups and data recovery operations.
• Provide orientation and guidance to users on operating new software and computer equipment.
• Participate in IT projects and initiatives, including system upgrades and migrations.
• Ensure security and privacy of systems and data by following company policies and procedures.
• Keep abreast of technology trends and best practices in IT support to enhance efficiency and effectiveness.
• Respond promptly to service requests and support tickets using the designated ticketing system.
• Collaborate with external vendors for warranty services and technical support.
• Provide on-call support and perform routine maintenance tasks outside of normal working hours as needed.
• Assist in creating technical documentation, manuals, and guides for end-users.

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• Decreased average response time to support tickets by X% within the first three months.
• Achieved a customer satisfaction rating of X% or higher based on post-service surveys.
• Reduced system downtime by implementing proactive maintenance strategies, leading to X% improvement in system uptime.
• Ensured 100% compliance with company security policies and data protection regulations.
• Completed all assigned IT projects on time and within budget.
• Enhanced end-user experience through continuous improvement of support processes and resources.
• Implemented new tools or technologies that resulted in improved efficiency and productivity.

• Bachelor's degree in Information Technology, Computer Science, or related field.
• Proven work experience as a Desktop Support Specialist or similar role.
• Solid understanding of computer systems, networks, and peripheral devices.
• Experience with Windows and macOS operating systems.
• Proficiency in troubleshooting and resolving hardware, software, and network issues.
• Strong communication skills with the ability to explain technical issues to non-technical users.
• Customer service-oriented attitude with a focus on problem-solving.
• Ability to work effectively in a fast-paced environment and prioritize tasks.
• Certifications such as CompTIA A+ or Microsoft Certified Professional (MCP) are a plus.
• Knowledge of ITIL best practices is preferred.