Job Summary

As a Desktop Services Specialist, you will be responsible for delivering end-to-end technical support for computer systems, hardware, software, and Audio/Video (A/V) technologies. This role requires a strong customer-service mindset, technical expertise, and the ability to troubleshoot and resolve issues efficiently across distributed environments. You will support macOS and Windows devices, peripherals, conferencing systems, and collaboration tools. The role also includes diagnosing issues, implementing solutions, and ensuring smooth operation of all end-user technology, including A/V meeting experiences.

Key Responsibilities

Providing technical assistance for macOS-based hardware and software, troubleshooting issues, installing and maintaining systems, and assisting users. • Provide technical assistance for macOS- and Windows-based hardware and software. • Install, configure, and upgrade operating systems, applications, and drivers. • Troubleshoot hardware, software, network, and peripheral-related issues. • Deploy and manage devices using MDM tools (e.g., JAMF, Intune). • Install, configure, and maintain desktops, laptops, mobile devices, and accessories. • Respond to support requests through phone, email, ticketing system, or in-person. • Document and track issues, resolutions, and recurring trends. • Train users on new software, systems, and productivity tools. • Maintain accurate asset inventory of hardware and software. • Ensure security and privacy compliance across endpoints.

Skill Requirements

Proven experience as a Desktop Support Specialist or similar role. • Strong knowledge of Windows and Mac operating systems. • Familiarity with remote desktop applications and help desk software. • Solid understanding of A/V hardware components and troubleshooting. • Familiarity with conferencing technologies (Teams, Zoom, Webex, etc. • Excellent problem-solving and communication skills. • Ability to work independently and as part of a team. • Strong organizational skills and attention to detail. • Relevant certifications (e.g., MCP, ACMT, ITIL, CTS for A/V) are a plus.

Other Requirements

Train users on new software, systems, and productivity tools. • Maintain accurate asset inventory of hardware and software. • Ensure security and privacy compliance across endpoints. • Create and maintain user guides, FAQs, and knowledge base articles. • Provide hands-on support for conference rooms, meeting spaces, and virtual collaboration tools. • Set up, configure, and test A/V equipment including projectors, speakers, microphones, displays, cameras, and control panels. • Support platforms such as Microsoft Teams Rooms, Zoom Rooms, Webex, or similar. • Troubleshoot live meeting issues such as audio failure, video lag, device pairing, and connectivity problems.