Job Summary
We are seeking a customer-focused and technically skilled IT Support Specialist / Desktop Support Engineer to provide world-class end-user support in a dynamic enterprise environment. The role is responsible for delivering hands-on technical support for desktop and laptop hardware, operating systems, enterprise applications, mobile devices, and peripherals, while ensuring minimal disruption to business operations. The ideal candidate will possess strong troubleshooting and break/fix expertise across Windows and macOS platforms, provide exceptional face-to-face support to end users including executive leadership, and collaborate with cross-functional IT teams to resolve complex technical issues. This position involves hardware deployment, system imaging, software installation, inventory management, equipment moves, and ongoing technology support. Success in this role requires excellent communication, customer service, problem-solving, and time-management skills, along with the ability to work independently in a fast-paced environment.
Key Responsibilities
Provide direct Face-to-Face world class end user support experience with an emphasis on quality resolutions · Help improve end user’s productivity by completing triage, offering advice, teaching and developing solutions to common challenges with office products and capabilities · Provide hardware break/fix support and warranty support for current desktop, laptop, tablets and workstation devices · Provide operating system and application support to diagnose and resolve unique, non-recurring problems · Reimage systems as required · Identifies potential escalations and proactively alerts management as needed. · Partners, as required, with other IT teams as appropriate to ensure problem resolution is obtained and, if necessary, root cause is identified · Recommend and/or performs upgrades on systems · Work with procurement staff to purchase hardware and software · Complete installation and testing of computers and peripherals within established standards and guidelines · Provide basic support for mobile devices and printers · Provide primary support to executive users · Provide equipment move services · Ensures configuration and inventory management database entries are complete and accurate · Provides time / resource estimates for assigned tasks including time tracking activities · Local travel as needed · Perform other duties as assigned
Skill Requirements
Provide direct Face-to-Face world class end user support experience with an emphasis on quality resolutions · Help improve end user’s productivity by completing triage, offering advice, teaching and developing solutions to common challenges with office products and capabilities · Provide hardware break/fix support and warranty support for current desktop, laptop, tablets and workstation devices · Provide operating system and application support to diagnose and resolve unique, non-recurring problems · Reimage systems as required · Identifies potential escalations and proactively alerts management as needed. · Partners, as required, with other IT teams as appropriate to ensure problem resolution is obtained and, if necessary, root cause is identified · Recommend and/or performs upgrades on systems · Work with procurement staff to purchase hardware and software · Complete installation and testing of computers and peripherals within established standards and guidelines · Provide basic support for mobile devices and printers · Provide primary support to executive users · Provide equipment move services · Ensures configuration and inventory management database entries are complete and accurate · Provides time / resource estimates for assigned tasks including time tracking activities · Local travel as needed · Perform other duties as assigned