Desktop Support Specialist

Provide responsive Level 1 IT support through phone, remote-access tools, the ticketing system, and onsite assistance Own support requests from initial contact through resolution, including follow-up and escalation Diagnose and resolve issues involving Windows and Mac computers, operating systems, software, hardware, printers, peripherals, and mobile devices Perform initial troubleshooting for Wi‑Fi, LAN, VPN, connectivity, and system‑access issues Provide Level 1 support for Microsoft 365, SAP, Salesforce, ServiceMax, Enovia, and other corporate systems Respond to and escalation potential security incidents, phishing attempts, suspicious activity, compromised accounts, and endpoint security alerts Administer user accounts, system access, permissions, and authentication Support IT-related employee onboarding and offboarding Install, configure, maintain, upgrade, and replace computers, software, hardware, and IT equipment Provide technical support for printers, meeting-room technology, and enterprise video‑conferencing systems Document, prioritize, track, and update incidents and service requests in the IT ticketing system Identify recurring or emerging technical issues and coordinate solutions with appropriate IT teams Coordinate with global IT teams and external vendors as needed Requirements 2–5 years of experience in Helpdesk, Service Desk, or a similar IT support role Associate degree or higher in Information Technology, Computer Science, or a related field preferred; relevant hands‑on experience may be considered in lieu of a degree Strong hands‑on knowledge of Mac and Windows‑based PCs, laptops, hardware, software, peripherals, and desktop troubleshooting Basic understanding of networking and IT infrastructure concepts, including LAN/Wi‑Fi, VPN, TCP/IP, DNS, and DHCP Basic experience with Active Directory / Entra ID, user accounts, permissions, access rights, and authentication‑related issues Familiarity with Microsoft 365, OneDrive, and common enterprise tools Basic cybersecurity awareness, including recognizing phishing, suspicious activity, compromised accounts, and endpoint security issues Strong customer‑service orientation and interpersonal skills Proactive, hands‑on, self‑driven mindset with strong ownership Willingness to learn and adapt to new technologies, systems, and processes Strong troubleshooting, analytical, and problem‑solving skills Ability to prioritize and manage multiple incidents and requests in a fast‑paced environment Good verbal and written communication skills Ability to work effectively with local and global IT teams Flexibility to provide occasional after‑hours or weekend support when business needs require it Experience in a Helpdesk / Service Desk / Call Center environment is a plus Experience with IT ticketing or Service Desk systems is a plus Familiarity with SAP, Salesforce, ServiceMax, Enovia, or other enterprise applications is a plus Experience supporting Mac, iOS, Android, printers, meeting‑room technology, and video‑conferencing solutions is a plus Experience working in a global corporate environment is a plus Core Competencies Demonstrates strong technical support capabilities for Windows and Mac systems, including troubleshooting, user account management, and familiarity with enterprise applications like Microsoft 365 and SAP. Possesses a proactive approach to problem-solving and effective communication skills to support IT operations in a fast‑paced environment. Highest-signal resume keywords Level 1 IT Support Windows And Mac Troubleshooting Microsoft 365 Support Active Directory Management Customer-Service Orientation ATS Optimization Keywords Hard Skills Troubleshooting User Account Management Networking Concepts IT Infrastructure VPN TCP/IP DNS DHCP Cybersecurity Awareness Technical Documentation Soft Skills Interpersonal Skills Proactive Mindset Analytical Skills Problem‑Solving Skills Communication Skills Industry Keywords Helpdesk Service Desk Call Center Global Corporate Environment Employee Onboarding Employee Offboarding IT Support Role Technical Support Incident Management Service Requests Tools & Technologies IT Ticketing Systems Service Desk Systems SAP Salesforce ServiceMax Enovia Video‑Conferencing Solutions Meeting‑Room Technology Remote‑Access Tools Printers #J-18808-Ljbffr