Desktop Support Specialist

Responsibilities

• Diagnose and resolve hardware issues (desktops, laptops, printers, peripherals).
• Troubleshoot software problems (OS, applications, drivers) and perform installations/upgrades.
• Configure and deploy workstations for new hires, including imaging and data migration.
• Assist with network, server, and telecom equipment issues on-site.
• Hands and Eyes Support.
• IMACD (Install, Move, Add, Change, Disposal).
• Network Infrastructure Support – as a Hands and Eyes Support Model.
• Server Infrastructure Support – as a Hands and Eyes Support Model.
• AV Support – as a Hands and Eyes Support Model.
• Server infrastructure, BIOS setting changes, IDRAC configuration and cable & PDU management.
• Support boardroom and meeting room AV systems.
• Log in to servers or network appliances when needed to assist remote teams (e.g., screen sharing or confirming status lights).
• Manage and rotate backup tapes as directed by backup administration teams.
• Maintain documentation on hardware, configuration, and key user processes in collaboration with other support teams.
• Participate in check-ins with the remote service delivery team.
• Perform user account administration (e.g., password resets, group changes) in Active Directory.
• Support standard software platforms, including Windows, Office 365 (Outlook, Teams, One Drive), and VPN access.
• Escalate issues to remote teams as needed and track resolution progress.
• Image, deploy, and troubleshoot desktops and laptops.
• Maintain hardware inventory and prepare loaner/spare devices.
• Install and configure printers, basic software, and peripheral equipment.
• Coordinate warranty returns or hardware replacements as needed.
• Address escalated tickets from the help desk promptly.
• Document solutions in the ticketing system and maintain knowledge base articles.

• Ability to lift up to 30 lbs (e.g., workstations, monitors).
• Mobility to move across facilities for troubleshooting.