Desktop Support Specialist

Key Responsibilities:

1. Provide onsite L2/L3 deskside support for desktops, laptops, docking stations, mobile devices, printers, scanners, peripherals, and collaboration devices
2. Perform Windows laptop and desktop imaging, provisioning, hardware deployment, refresh, break/fix, asset recovery, and secure decommissioning activities
3. Support Intune, Autopilot, SCCM/MECM, Microsoft 365, endpoint compliance, patching, software deployment, and device health troubleshooting
4. Manage incidents, service requests, IMAC activities, and technical escalations through ServiceNow while maintaining SLA/OLA compliance
5. Monitor assigned ticket queues, prioritize based on business impact, provide timely user updates, and maintain accurate ticket documentation
6. Troubleshoot Windows OS, VPN, Wi-Fi, LAN connectivity, printers, scanners, conference rooms, Teams Rooms, AV equipment, and end-user applications
7. Maintain accurate asset inventory, CMDB records, site documentation, knowledge articles, and operational reporting
8. Coordinate with EUC, Network, Infrastructure, Cybersecurity, Service Desk, vendors, and OEM partners to resolve escalations and recurring issues
9. Participate in incident trend analysis, root cause reviews, problem management, and continuous service improvement activities