Desktop Support Specialist

Job Type: Full-time

• Analyze, prioritize, and timely resolve help desk tickets across multiple technologies.
• Install, configure, test, maintain, monitor, and troubleshoot end‑user hardware, network hardware, peripheral devices, printing/scanning devices, presentation equipment, software, and other products to deliver required desktop service levels.
• Collaborate with Technology team members to ensure efficient operation of the organization’s desktop computing environment.
• Conduct operating system troubleshooting, installation, patching, and upgrades for Apple OSX and Microsoft Windows.
• Manage new employee set‑up and termination processes.
• Create and manage Active Directory and Azure Active Directory user profiles and passwords.
• Manage two‑factor security authentication access for third‑party tools such as Slack, Zoom, and Office.
• Install, configure, troubleshoot, and support Microsoft 365 product suite.
• Manage Azure (Entra) user groups, distribution lists, license access.
• Install and troubleshoot internal applications.
• Research and apply knowledge of security issues related to operating systems and patching.
• Manage threat detection applications such as Microsoft Defender and Malware Bytes.
• Configure and manage computer device baseline and security profiles using Microsoft Intune and Pulseway.
• Provide basic VOIP phone troubleshooting.
• Assess criticality of urgent after‑hours (including weekends) hardware issues and respond within 4–6 hours.
• Serve as technical liaison for general hardware and software support, including:
• Inventory management and tracking of all end‑user company devices with physical control of assigned computer assets.
• Ensure all effort and tasks are captured in an official Jira Service Desk request.
• Computer and printer hardware support, repair, and vendor warranty management.
• Effective and prompt use of the latest communication tools and methods to assist all staff locally and remotely (e.g., IM, phone, mobile, video chat).
• Identify, research, procure, and purchase new and existing employee hardware through to completion of delivery and setup.

• 2+ Years of deskside end‑user technical support experience.
• 1+ Years of Microsoft Desktop OS, Office, Outlook, and update support.
• 1+ Years of general software support (antivirus, user applications, updates).
• 1+ Years of Apple/Mac basic troubleshooting experience.
• 1+ Years of basic network troubleshooting experience.