Desktop Support Specialist

The Desktop Support Specialist is responsible for providing technical support and maintenance to employee end-users for the bank’s personal computers, laptops, related peripherals, and software. This role ensures that end-users have reliable and efficient access to technology resources by troubleshooting hardware and software issues, performing installations, and maintaining system configurations in compliance with IT policies. Essential Functions Provide first-line technical support to employees for PC hardware, software, and peripheral devices via phone, remote tools, or in-person. Install, configure, and upgrade workstations, printers, and other related equipment. Manage user accounts, permissions, and workstations (add, change, delete). Install workstation equipment for new or relocating users, to include network patching. Troubleshoot and resolve issues related to operating systems, applications, network connectivity, and hardware. Maintain inventory of hardware assets and track service and repair records. Coordinate with vendors and external service providers for repairs, replacements, and warranty claims. Document technical issues and resolutions in the IT help desk system to ensure knowledge sharing and consistent support. Ensure compliance with security policies, including patch management and antivirus updates on all PCs. Participate in IT projects to include desktop infrastructure improvements, system upgrades, hardware deployments. Collaborate with Server/Network Systems Administrators on projects. Provide training and guidance to end-users on basic computer operations and best practices. Experience Experience with PC hardware, operating systems (Windows primarily), and common business software applications. Knowledge of Microsoft 365, to include Exchange, Entra, and Intune. Security focused attitude. Familiarity with IT service management (ITSM) tools and ticketing systems. Troubleshooting, problem solving, analytical and critical thinking. Customer service and technical support. Willingness to learn. Competence to manage multiple support requests. Proficiency in communicating technical information effectively. #J-18808-Ljbffr