Desktop Systems Specialist (Phoenix)

Position: Desktop Systems Specialist

Location: Phoenix, AZ

Key Responsibilities

• Provide daily technical support for desktop computers, laptops, workstations, peripherals, operating systems, and internal applications.
• Diagnose and troubleshoot hardware, software, connectivity, network, and endpoint-related issues.
• Install, configure, maintain, and upgrade desktop systems and related IT equipment.
• Manage service requests, incidents, and support tickets using ServiceNow or similar IT service management tools.
• Maintain accurate IT asset inventory, equipment assignments, and lifecycle documentation.
• Follow established IT procedures, security policies, compliance requirements, and operational standards.
• Assist with user account administration, password resets, access permissions, data integrity, and file system security.
• Communicate technical issues and resolutions clearly to employees with varying levels of technical knowledge.
• Recommend appropriate hardware and software solutions, upgrades, and improvements to enhance end-user productivity.
• Support IT infrastructure projects, system deployments, and technology refresh initiatives as needed.
• Provide user guidance and training on standard IT systems, applications, and troubleshooting procedures.
• Maintain documentation of troubleshooting steps, resolutions, equipment changes, and recurring technical issues.

Required Skills and Qualifications

• Experience in desktop support, IT support, service desk, endpoint support, or a similar technical support role.
• Strong technical troubleshooting skills across desktop hardware, software, operating systems, peripherals, and network connectivity.
• Excellent customer service, communication, and problem-solving abilities.
• Experience with IT service management tools such as ServiceNow, including incident and service request tracking.
• Knowledge of IT asset management, inventory tracking, and equipment lifecycle processes.
• Understanding of IT security, access management, data protection, and compliance procedures.
• Ability to prioritize multiple support requests and resolve issues within established service-level expectations.
• Strong documentation skills and the ability to follow established operational procedures.
• Ability to work effectively with employees, IT teams, and other stakeholders in a professional environment.

Top Skills

1. Customer Service & Communication – Ability to support employees professionally, communicate technical information clearly, and deliver a positive user experience.
2. Operational Discipline – Experience with ServiceNow, IT asset management, ticket documentation, compliance, and established IT processes.
3. Technical Troubleshooting & Endpoint Support – Strong hands-on troubleshooting of desktop systems, hardware, software, peripherals, and network connectivity.