Desktop Support Specialist

About the role

The L1 Desktop Support Specialist provides advanced technical assistance to end‑users, handling complex hardware and software issues, maintaining systems, and ensuring high user satisfaction.

Key responsibilities

• Provide first‑level technical support for desktop and laptop hardware, software, and peripheral issues.
• Install, configure, and maintain operating systems, applications, and system updates.
• Perform root‑cause analysis to identify recurring problems and develop solutions.
• Troubleshoot Windows and macOS break/fix issues.
• Assist with network connectivity problems, including LAN/WAN, Wi‑Fi, and VPN.
• Collaborate with IT team on projects, upgrades, and implementations.
• Maintain accurate records of work, issues, and resolutions in the ticketing system.
• Provide remote support for users working from home or in the field.
• Train and mentor junior support technicians as needed.
• Ensure compliance with IT policies, security protocols, and best practices.
• Perform routine maintenance and inspections to keep equipment performing optimally.

Required profile

• Associate’s or bachelor’s degree in IT, Computer Science, or related field, or equivalent experience.
• 2‑4 years of experience in desktop support or a similar role.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.

Required skills

• Windows and macOS operating systems.
• Microsoft Office Suite.
• Active Directory, group policies, and user account management.
• Remote desktop tools and support software.
• LAN/WAN, Wi‑Fi, and VPN networking.
• Hardware and software troubleshooting.
• Ticketing system documentation.
• Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Desktop Support Technician (MCDST) – a plus.