IT Desktop Support

IT Deskside Support SpecialistThe IT Deskside Support Specialist is responsible for providing on-site and remote technical support to end-users, ensuring the smooth operation of hardware, software, and network systems. This role requires excellent troubleshooting skills, effective communication, and the ability to deliver top-tier support in a fast-paced environment.Key ResponsibilitiesTechnical SupportProvide deskside and remote support for desktops, laptops, mobile devices, printers, and other peripheralsDiagnose and resolve hardware and software issues promptly.Assist users with troubleshooting application issues and system errors.Incident ManagementRespond to helpdesk tickets, emails, or calls and ensure timely resolution of issues.Escalate complex technical problems to higher-level support teams when necessary.Document and track all support activities in the ticketing system.Hardware and Software MaintenanceInstall, configure, and maintain IT equipment, including operating systems and applications.Perform regular updates, patches, and system upgrades as required.Assist in hardware procurement, inventory management, and device deployment.User Support and TrainingProvide one-on-one or group training sessions for end-users on IT systems and best practices.Create and maintain user-friendly documentation and FAQs for common issues.Network and Connectivity SupportTroubleshoot and resolve basic network connectivity issues, including VPN and Wi-Fi.Coordinate with network administrators for advanced network-related troubleshooting.System SecurityEnforce IT security policies by ensuring compliance with organizational standards.Assist with password resets, account unlocks, and multi-factor authentication (MFA) setup.Proactive MonitoringIdentify recurring issues and recommend improvements to reduce future problems.Participate in IT projects, including system upgrades, migrations, and deployments.EducationAssociate's or Bachelor’s degree in Information Technology, Computer Science, or a related field. Equivalent experience is acceptable.ExperienceMinimum 4+ years of experience in IT support or a related role.Technical SkillsStrong knowledge of Windows and macOS operating systems.Familiarity with Microsoft Office 365 and other productivity tools.Basic understanding of networking concepts (e.g., TCP/IP, DNS, VPN).Experience with ticketing systems such as ServiceNow, Jira, or similar.Soft SkillsExcellent problem-solving and analytical skills.Strong interpersonal and communication abilities.Patience and the ability to work effectively with non-technical users.Certifications (Preferred)CompTIA A+ or Network+ITIL Foundation Certification.Microsoft Certified: Modern Desktop Administrator Associate.