IT Desktop Support Specialist

Responsibilities

• Provide responsive technical support to end users, ensuring a positive customer service experience.
• Manage IT service desk ticket lifecycle from initial report to resolution, escalating when necessary.
• Configure, deploy, and support PCs, monitors, tablets, and mobile devices (Windows, macOS, iOS, Android).
• Assist with PC imaging, staging, and deployment using enterprise deployment tools.
• Install and maintain hardware and software, including upgrades and troubleshooting.
• Provide remote and in-person support for technical issues.
• Create and maintain documentation, including user guides and internal procedures.
• Assist with corporate cellular service provider account management, including activations, upgrades, and plan changes.
• Maintain inventory and configuration records for hardware and software assets.
• Track software licensing and ensure compliance through accurate documentation.
• Identify and suggest opportunities for process automation.
• Support and educate users on IT systems and best practices.

• Fluency in spoken and written English with demonstrable ability to write clear and concise communications without the assistance of AI.
• 2+ years’ experience in an IT Service Desk role or equivalent IT support.
• 2+ years’ experience supporting Windows 10/11 computers. MacOS is a bonus.
• 1+ years’ experience managing an IT ticketing system queue (e.g., Service Now, Remedy, or Service Desk Plus).
• 1+ years’ experience creating and updating IT documentation for both IT and users.
• Assertiveness to get the data, deliverables, and results required.