Description:
The Desktop Support Specialist serves as a key IT resource for the U.S. organization, providing responsive, hands-on technical support to employees. This role troubleshoots and resolves end-user hardware, software, access, connectivity, and application-related issues; supports employee onboarding and offboarding; and provides Level 1 support for key business applications.
Success in this position requires a strong customer-service mindset, effective technical troubleshooting skills, and the ability to take ownership of issues through resolution while coordinating with global IT teams and external vendors as needed.
Essential Responsibilities
- Provide responsive Level 1 (L1) IT support to employees through phone, remote-access tools, the ticketing system, and onsite assistance.
- Own support requests from initial contact through resolution, including timely follow-up and escalation to Corporate IT teams or external vendors when appropriate.
- Diagnose and resolve issues involving Windows and Mac computers, operating systems, software, hardware, printers, peripherals, and mobile devices.
- Perform initial troubleshooting for network and infrastructure issues, including Wi-Fi, LAN, VPN, connectivity, and system access, escalating complex matters as needed.
- Provide Level 1 support for Microsoft 365 and key business applications, including SAP, Salesforce, ServiceMax, Enovia, and other corporate systems.
- Respond to potential security incidents, including phishing attempts, suspicious activity, compromised accounts, and endpoint security alerts, and promptly escalate them in accordance with Corporate Security procedures.
- Administer user accounts, system access, permissions, and authentication, including IT-related onboarding and offboarding activities.
- Install, configure, maintain, upgrade, and replace computers, software, hardware, and other IT equipment.
- Provide technical support for printers, meeting-room technology, and enterprise video-conferencing systems.
- Accurately document, prioritize, track, and update incidents and service requests within the IT ticketing system.
- Proactively identify recurring or emerging technical issues, conduct initial investigations, and coordinate solutions with the appropriate IT teams.
- This is a hybrid position requiring on-site work three days per week.
Qualifications
- 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, with the ability to perform initial troubleshooting.
- Basic experience with Active Directory / Entra ID, user accounts, permissions, access rights, and authentication-related issues.
- Familiarity with Microsoft 365, OneDrive, and common enterprise tools.
- Basic cybersecurity awareness, including the ability to recognize potential phishing, suspicious activity, compromised accounts, and endpoint security issues and escalate appropriately.
- Strong customer-service orientation and interpersonal skills, with patience and the ability to communicate effectively with users at all levels and remain professional under pressure.
- Proactive, hands-on, and self-driven mindset, with a strong sense of ownership and willingness to go beyond the immediate task to help resolve issues.
- Curiosity and strong willingness to learn, develop technical knowledge, and adapt to new technologies, systems, and processes.
- Strong troubleshooting, analytical, and problem-solving skills, with the ability to independently investigate issues and determine when escalation is required.
- Ability to prioritize and manage multiple incidents and requests in a fast-paced environment and follow through to resolution.
- Good verbal and written communication skills and the ability to work effectively with local and global IT teams.