Desktop Support Specialist

Job Description

Job Title - Desktop Support Specialist

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Location - Washington, DC

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Job Type - Fulltime

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Key Responsibilities:

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1. Incident & Request Management

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• Handle L2 escalated incidents from Service Desk (L1) and resolve within SLA timelines
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• Manage service requests , including software installations, access requests, and hardware provisioning
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• Perform root cause analysis (RCA) for recurring or complex issues
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• Ensure proper documentation of all troubleshooting steps in ITSM tools (ServiceNow, Remedy, etc.)
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2. End-User Computing Support

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• Provide advanced troubleshooting for:
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• Windows 10/11 operating systems
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• macOS environments (basic to intermediate support)
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• Microsoft Office 365 suite (Outlook, Teams, OneDrive, SharePoint)
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• Resolve performance issues, login failures, profile corruption, and system errors
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• Support multi-device environments including laptops, desktops, thin clients, and VDI
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3. Active Directory & Identity Management

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• Perform user account administration:
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• Password resets
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• Account unlocks
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• Group membership updates
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• Basic permissions management
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• Support authentication issues (SSO, MFA, domain login failures)
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4. Endpoint Management & Software Deployment

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• Support software installation, upgrades, and patching using tools such as:
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• Microsoft SCCM / MECM
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• Microsoft Intune (if applicable)
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• Ensure endpoint compliance with security policies and corporate standards
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• Assist in OS imaging, device provisioning, and reimaging processes
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5. Hardware & Peripheral Support

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• Troubleshoot and support:
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• Desktops, laptops, docking stations
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• Printers, scanners, barcode devices
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• Monitors, keyboards, and peripheral devices
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• Coordinate with OEM/vendors for hardware repairs and replacements
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• Manage asset tagging and inventory updates
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6. Network & Connectivity Support

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• Diagnose and resolve:
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• LAN/Wi-Fi connectivity issues
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• VPN connectivity problems
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• IP conflicts and DNS-related issues (basic level)
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• Work closely with network teams for escalated connectivity incidents
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7. Escalation & Collaboration

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• Escalate unresolved or complex issues to L3 infrastructure or application teams
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• Coordinate with security, network, and server teams for cross-functional issues
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• Participate in shift handovers and ensure proper knowledge transfer
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8. Documentation & Reporting

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• Maintain accurate logs of incidents, resolutions, and troubleshooting steps
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• Update knowledge base articles for recurring issues
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• Provide daily/weekly status updates on ticket progress and SLA compliance
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