Desktop Support Specialist

End-User Support & Incident ResolutionServe as a primary escalation point for Level 2/3 desktop support, delivering in-person, remote, and hybrid support to global end-users.Diagnose, troubleshoot, and resolve advanced workstation, application, network, and peripheral issues across Windows and modern endpoint environments.Support collaboration technologies including Microsoft Teams Rooms, Zoom Rooms, MFDs, and conferencing AV hardware.Provide prompt response to incidents and requests via phone, email, ticketing system, and chat.Modern Endpoint ManagementDeploy, configure, and manage devices using enterprise endpoint-management platforms (e.g., Intune, Autopilot, SCCM/MECM, MDM/MAM).Create, maintain, and optimize device configuration profiles, security baselines, compliance policies, and automated deployments.Package and update applications using modern software-distribution tools.Hardware Lifecycle & Asset ManagementPerform installation, configuration, testing, and maintenance of PCs, laptops, mobile devices, docking stations, and peripherals.Handle break/fix diagnostics and repairs; coordinate vendor warranty services.Maintain accurate inventory of assets, replacements, refresh cycles, and hardware disposition.System Upgrades & Performance OptimizationIdentify, recommend, and implement workstation upgrades (memory, SSD, NIC, peripherals).Monitor and benchmark device performance; analyze trends and proactively address degradation or recurring issues.Maintain operating system images, drivers, and firmware levels aligned with security and compliance standards.Security & ComplianceSupport endpoint security tools including anti-malware, EDR/XDR agents, BitLocker encryption, MFA, conditional access, secure configuration baselines, and identity lifecycle workflows.Ensure compliance with corporate IT security and privacy policies.Assist with incident response, investigation, and remediation activities when applicable.Collaboration With Infrastructure & Other IT TeamsWork closely with Network, Systems, Security, and Applications teams to troubleshoot cross-functional issues.Support server rooms, on-site network equipment, and conferencing infrastructure when needed.Participate in IT projects, rollouts, office expansions, mergers, and technology refresh initiatives.Knowledgebase, Documentation & ReportingCreate and maintain user-friendly documentation, SOPs, and knowledgebase articles.Provide reporting on ticket metrics, asset lifecycle, performance issues, and improvement opportunities.Accurately document hardware failures, repairs, installations, and inventory transactions.QualificationsRequired:College diploma or university degree in Computer Science, Information Technology, or equivalent experience.Strong knowledge of PC hardware architecture, systems troubleshooting, and modern operating systems (Windows 10/11, macOS optional).Hands-on experience with endpoint management tools (Intune, MECM/SCCM, Jamf, or similar).Skilled in Office 365 administration and troubleshooting (Teams, OneDrive, Outlook, MFA, identity/AD/Azure AD).Basic understanding of networking fundamentals (LAN/WAN, TCP/IP, DNS, DHCP, VPN).Strong analytical and problem-solving skills with attention to detail.Excellent interpersonal, communication, and customer-service skills.Preferred:Experience supporting Microsoft Teams Rooms or conference-room AV systems.Experience with automation/scripting (PowerShell, Bash, or Python).Familiarity with Zero Trust, conditional access, and modern security posture tools.Experience in large, distributed or global enterprise environments.Strong customer-service orientation with ability to support users of varying technical levels.Pay Rate: $25 - 30/hr.Ability to prioritize and manage multiple tasks in a fast-paced environment.Collaborative mindset with proven experience working cross-functionally.Self-motivated, proactive, and able to work with minimal supervision.Why Join Onto Innovation?At Onto Innovation, we believe your work should matter—and so should your well-being. That's why we offer competitive salaries and a comprehensive benefits package designed to support you and your family. From health, dental, and vision coverage to life and disability insurance, PTO, and a 401(k) with employer match, we've got you covered. You'll also enjoy access to our Employee Stock Purchase Program (ESPP), wellness initiatives, and cutting-edge tools—all within a collaborative, inclusive culture where your contributions are valued and recognized.Compensation & Growth$ - $, offered in good faith and based on experience, location, and qualifications.Additional Rewards: Annual bonus opportunities and potential long-term incentives tied to both company and individual success.Empowering Every Voice to Shape the Future:Onto Innovation is committed to creating a workplace where every qualified candidate has an equal opportunity to succeed. We evaluate applicants based on skills, experience, and potential - without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, veteran status, or any other characteristic protected by law. We believe diversity of thought and background drives innovation and strengthens our team.Important Note on Export ComplianceFor certain positions requiring access to technical data, U.S. export licensing review may be necessary for applicants who are not U.S. Citizens, Permanent Residents, or other protected persons under 8 U.S.C. 1324b(a)(3).