Desktop Support Specialist

Job Description

Job Description

Position Summary

This role is responsible for troubleshooting, diagnosing, and resolving hardware, software, and network-related issues for end users. The position supports a wide range of devices and systems and ensures timely resolution of IT problems while maintaining excellent customer service.

Primary Responsibilities

• Serve as first-line technical support responding to incoming service calls and requests.
• Troubleshoot, diagnose, and resolve issues related to desktops, laptops, monitors, network access, credentials, and mobile devices.
• Support equipment including desktop and laptop computers, video displays, printers, mobile computers in patrol vehicles, cellular phones, Wi-Fi, and hotspots.
• Resolve less complex technical issues on the first call; escalate more complex issues to senior-level support staff as appropriate.
• Respond to user requests involving PC software, hardware, and server application issues.
• Create and manage work orders using the Avanti ITSM ticketing system.
• Monitor and operate computer systems, networks, and peripherals in the Network Operations Center (NOC).
• Assist in coordinating resolution of application and system issues affecting production operations.
• Reset and manage network and application passwords.
• Provide remote desktop support using Avanti ITSM and other remote-access tools.
• Maintain communication with users regarding system status and issue resolution.
• Log, document, and maintain records of IT production problems and resolutions.
• Assist Senior or Lead Help Desk Analysts and Technical Support personnel as requested.
• Maintain required onsite attendance during scheduled work hours.

Education Requirement

• High School Diploma or GED required.

Experience Requirement

• Minimum of 6 months of experience in a Help Desk, Technical Support, or similar IT support role.

Required Skills

• Intermediate knowledge of computer hardware including motherboards, CPUs, printers, and optical drives.
• Proficiency with Microsoft Office 365 and Windows 11.
• Intermediate experience providing customer service in a Help Desk, Data Center, or NOC environment.
• Working knowledge of computer operating systems, platforms, and standard IT procedures.
• Understanding of personal computers, local area networks (LAN), and wide area networks (WAN).
• Strong customer service orientation with excellent interpersonal skills.
• Excellent written and verbal communication skills.

Preferred Skills

• Prior experience providing Windows PC support in a Help Desk environment.