Desktop Support Specialist

Job Description

Job Description

The Windows Desktop Support Specialist provides technical support to end users, troubleshooting hardware, software, operating system, and network-related issues in a Windows environment. This role is responsible for resolving technical issues, maintaining desktop systems, supporting users, and ensuring reliable day-to-day IT operations.

Key Responsibilities

• Provide Tier 1/Tier 2 technical support to end users via phone, email, ticketing system, and in person.
• Troubleshoot Windows desktops, laptops, printers, peripherals, and mobile devices.
• Install, configure, maintain, and troubleshoot Windows operating systems and applications.
• Diagnose and resolve hardware, software, connectivity, and user-access issues.
• Support Microsoft 365 applications, including Outlook, Teams, Word, Excel, and related services.
• Perform user account setup, password resets, permissions, and basic Active Directory tasks.
• Assist with workstation deployments, imaging, software installations, upgrades, and equipment replacements.
• Troubleshoot basic network connectivity issues, including Wi-Fi, VPN, and wired connections.
• Document incidents, resolutions, and system changes within an IT ticketing system.
• Escalate complex issues to network, systems, security, or other specialized IT teams.
• Assist with IT asset management, inventory, and equipment lifecycle activities.
• Follow established IT security, compliance, and support procedures.
• Provide clear, professional customer service and communicate technical information to non-technical users.

Required Qualifications

• 2+ years of experience providing desktop or technical support in a Windows environment.
• Strong troubleshooting and problem-solving skills.
• Experience supporting Windows 10/11 environments.
• Familiarity with Microsoft 365 and common desktop applications.
• Experience with Active Directory and user account administration.
• Understanding of basic networking concepts, including TCP/IP, DNS, DHCP, VPN, and Wi-Fi.
• Experience working with an IT ticketing/help desk system.
• Strong communication and customer-service skills.

Preferred Qualifications

• Experience with Microsoft Intune, SCCM/MECM, or other endpoint-management tools.
• Experience with Windows imaging and workstation deployment.
• Familiarity with ServiceNow or similar ITSM platforms.
• CompTIA A+, Network+, Microsoft, or other relevant certifications.
• Experience supporting enterprise environments with multiple locations or a large user base.

Typical Environment

• Windows 10/11
• Microsoft 365
• Active Directory / Azure AD (Entra ID)
• Microsoft Intune or SCCM/MECM
• VPN and enterprise networking
• Laptops, desktops, printers, mobile devices, and peripherals
• IT service-management/ticketing platforms