Desktop Support Specialist (Union)

We are seeking an experienced IT Support Specialist to deliver advanced technical assistance to employees across multiple company locations. This position serves as an escalation point for complex end-user technology issues involving computers, mobile devices, software, peripherals, and network access.

The successful candidate will combine strong troubleshooting skills with excellent customer service. The role requires the ability to work independently, coordinate with multiple technical teams, maintain detailed service records, and travel to company sites when onsite support is needed.

Responsibilities

• Respond to and resolve Level 2 incidents and service requests escalated by the Level 1 support team.
• Troubleshoot issues involving desktops, laptops, mobile devices, printers, accessories, business applications, operating systems, and remote network connectivity.
• Prepare, install, configure, upgrade, and maintain end-user hardware and software.
• Perform device rollouts, hardware refreshes, office moves, equipment replacements, and technology-related adds or changes.
• Track the deployment, transfer, return, and recovery of equipment according to asset-management standards.
• Provide onsite support at different company divisions and business locations.
• Coordinate with infrastructure, networking, application, security, and vendor teams to resolve complex issues.
• Keep employees and management informed about ticket progress, expected resolution times, and service restoration.
• Record diagnostic activities, corrective actions, and final resolutions in the ticketing system.
• Create and maintain knowledge articles, support instructions, standard procedures, and customer-service documentation.
• Recognize recurring problems and recommend improvements to support processes and service quality.
• Support scheduled site visits, urgent technical needs, business initiatives, and cross-location deployments.
• Contribute technical expertise to several moderately complex projects or to specific workstreams within larger projects.
• Share technical guidance with junior team members and present project or support updates during team meetings.
• Complete routine assignments with minimal supervision and seek guidance from senior technical staff when handling unfamiliar or highly complex issues.

Education and Experience

Candidates should meet one of the following requirements:

• Bachelor’s degree with at least five years of relevant professional experience;
• Master’s degree with at least three years of relevant professional experience; or
• An equivalent combination of education, technical training, certifications, and applicable work experience.

Preferred Capabilities

• Strong experience providing desktop, field, or end-user computing support.
• Advanced technical troubleshooting and problem-solving ability.
• Knowledge of IT service-management, incident-management, and asset-management practices.
• Experience using ticketing and knowledge-management platforms.
• Clear written and verbal communication skills.