Desktop Specialist

Minimum Experience

1‑3 Years as a Field Services Technician.

Provide high‑quality end‑user support, including service delivery, hardware and software configuration, troubleshooting, and maintenance across desktops, laptops, mobile devices, and peripherals.

• Install, configure, and update desktops, laptops, mobile devices, and associated peripherals and software.
• Perform onsite updates, configuration changes, and software installations.
• Offer onsite technical assistance to end users.
• Identify potential issues that could adversely affect end‑user experience and take preventive action.
• Manage the ticket queue, ensuring tickets are resolved and closed within defined service‑level agreements.
• Coordinate with vendors for hardware warranty repair/replacement and other end‑user support.
• Conduct security and compliance tasks such as access reviews, risk assessments, and verification log maintenance.
• Collaborate with Level 3 support and project teams for service delivery enhancements, maintenance, and upgrades.
• Provide IT support for onsite or off‑site events, including site setup, coordination with venue IT/AV contacts, and stand‑by support.
• Assist with disaster recovery and immediate response at local sites during emergencies.
• Offer on‑call support outside business hours on a rotational basis.
• Support network data and voice devices.

• Install IP, wireless, analog, and digital phones (Avaya, Nortel, Cisco, Siemens, Mitel, etc.).
• Configure phones using SOP and perform phone movements.
• Update inventories of phones, peripherals, and system cards (TDM, digital, CPU) for the network voice team.
• Test cables for IP and TDM phones from patch panel to user’s desk using testers.
• Punch cables for panels such as patch panel, IDF, or MDF with appropriate tools.
• Maintain circuit inventory and vendor details for service providers.
• Coordinate with local vendors for ISP, OEM, channel suppliers, and related teams.

• BS/BA in Computer Science, Information Systems, or an equivalent education or experience combination.

• Familiarity with various desktop systems and operating systems across technical environments.
• Excellent customer‑service orientation and verbal communication skills.
• Experience supporting Windows operating systems, MS Office, VPN, local and network printing, notebooks, and mobile devices.
• Ability to install and troubleshoot a broad range of applications.
• Strong analytical thinking and problem‑solving ability.
• CompTIA A+ certification or equivalent.
• Flexibility to travel to remote sites or clusters.
• Assistance with network‑related issues.
• Physical ability to lift up to 30 lbs at waist level.