Desktop Support Specialist

• Provide responsive Level 1 IT support through phone, remote-access tools, the ticketing system, and onsite assistance
• Own support requests from initial contact through resolution, including follow-up and escalation
• Diagnose and resolve issues involving Windows and Mac computers, operating systems, software, hardware, printers, peripherals, and mobile devices
• Perform initial troubleshooting for Wi‑Fi, LAN, VPN, connectivity, and system‑access issues
• Provide Level 1 support for Microsoft 365, SAP, Salesforce, Service Max, Enovia, and other corporate systems
• Respond to and escalation potential security incidents, phishing attempts, suspicious activity, compromised accounts, and endpoint security alerts
• Administer user accounts, system access, permissions, and authentication
• Support IT-related employee onboarding and offboarding
• Install, configure, maintain, upgrade, and replace computers, software, hardware, and IT equipment
• Provide technical support for printers, meeting-room technology, and enterprise video‑conferencing systems
• Document, prioritize, track, and update incidents and service requests in the IT ticketing system
• Identify recurring or emerging technical issues and coordinate solutions with appropriate IT teams
• Coordinate with global IT teams and external vendors as needed

• 2–5 years of experience in Helpdesk, Service Desk, or a similar IT support role
• Associate degree or higher in Information Technology, Computer Science, or a related field preferred; relevant hands‑on experience may be considered in lieu of a degree
• Strong hands‑on knowledge of Mac and Windows‑based PCs, laptops, hardware, software, peripherals, and desktop troubleshooting
• Basic understanding of networking and IT infrastructure concepts, including LAN/Wi‑Fi, VPN, TCP/IP, DNS, and DHCP
• Basic experience with Active Directory / Entra , user accounts, permissions, access rights, and authentication‑related issues
• Familiarity with Microsoft 365, One Drive, and common enterprise tools
• Basic cybersecurity awareness, including recognizing phishing, suspicious activity, compromised accounts, and endpoint security issues
• Strong customer‑service orientation and interpersonal skills
• Proactive, hands‑on, self‑driven mindset with strong ownership
• Willingness to learn and adapt to new technologies, systems, and processes
• Strong troubleshooting, analytical, and problem‑solving skills
• Ability to prioritize and manage multiple incidents and requests in a fast‑paced environment
• Good verbal and written communication skills
• Ability to work effectively with local and global IT teams
• Flexibility to provide occasional after‑hours or weekend support when business needs require it
• Experience in a Helpdesk / Service Desk / Call Center environment is a plus
• Experience with IT ticketing or Service Desk systems is a plus
• Familiarity with SAP, Salesforce, Service Max, Enovia, or other enterprise applications is a plus
• Experience supporting Mac, iOS, Android, printers, meeting‑room technology, and video‑conferencing solutions is a plus
• Experience working in a global corporate environment is a plus

Demonstrates strong technical support capabilities for Windows and Mac systems, including troubleshooting, user account management, and familiarity with enterprise applications like Microsoft 365 and SAP. Possesses a proactive approach to problem-solving and effective communication skills to support IT operations in a fast‑paced environment.

• Level 1 IT Support
• Windows And Mac Troubleshooting
• Microsoft 365 Support
• Active Directory Management
• Customer-Service Orientation

• Troubleshooting
• User Account Management
• Networking Concepts
• IT Infrastructure
• VPN
• TCP/IP
• DNS
• DHCP
• Cybersecurity Awareness
• Technical Documentation

• Interpersonal Skills
• Proactive Mindset
• Analytical Skills
• Problem‑Solving Skills
• Communication Skills

• Helpdesk
• Service Desk
• Call Center
• Global Corporate Environment
• Employee Onboarding
• Employee Offboarding
• IT Support Role
• Technical Support
• Incident Management
• Service Requests

• IT Ticketing Systems
• Service Desk Systems
• SAP
• Salesforce
• Service Max
• Enovia
• Video‑Conferencing Solutions
• Meeting‑Room Technology
• Remote‑Access Tools
• Printers