Information Technology Support Specialist

The Desktop Support Analyst – Level I serves as the Tier 2 escalation point within the Service Desk, responsible for resolving advanced end‑user incidents, performing in‑depth troubleshooting, delivering on‑site support, and managing workstation lifecycle activities. This role requires strong technical expertise, excellent customer service, disciplined documentation, and close collaboration with Tier 1 support, Tier 3 teams, and external vendors to ensure timely issue resolution and a consistently high‑quality user experience. Key Responsibilities Technical Support & Troubleshooting Serve as the primary escalation point for Tier 1 Helpdesk Analysts, resolving incidents requiring advanced technical analysis. Diagnose and resolve complex workstation, operating system, application, peripheral, and mobile device issues using documented procedures and independent troubleshooting. Provide remote and on‑site desktop support at office and client locations. Support approved end‑user applications and collaborate with infrastructure and security teams when issues extend beyond desktop scope. Workstation Lifecycle Management Perform imaging, configuration, deployment, replacement, recovery, and decommissioning of workstation devices. Maintain accurate workstation and asset inventory records in alignment with IT asset management processes. Incident, Request & Problem Management Prioritize incidents based on impact and urgency following ITIL‑aligned workflows. Document troubleshooting steps, root causes, and resolutions thoroughly within the ticketing system. Escalate unresolved issues to Tier 3 teams or external vendors with complete and accurate documentation. Track vendor interactions and assist in monitoring adherence to service level objectives (SLOs). Identify recurring issues and contribute to problem management and continuous improvement initiatives. Communication, Training & Documentation Record system outages and support communication to affected stakeholders. Provide end‑user training and guidance to improve adoption and reduce repeat incidents. Create and maintain technical documentation and knowledgebase articles, including solutions provided by Tier 3 teams and vendors. Recommend improvements to service desk tools, processes, and support workflows. Additional Duties Perform special projects and other responsibilities as assigned by the Director of IT Support Operations. Qualifications Education Associate degree required, preferably in Information Technology, Computer Science, or a related field. Technical Skills & Experience Advanced troubleshooting experience with Windows and macOS. Hands‑on support experience with laptops, desktops, printers, scanners, and mobile devices. Working knowledge of iOS and Android preferred. Experience with remote support tools, diagnostic utilities, and enterprise ticketing systems. Familiarity with ITIL‑based incident, request, and problem management practices. Strong written and verbal communication skills with the ability to explain technical concepts clearly. Ability to manage multiple priorities, work independently, and meet service level expectations. Strong customer service orientation and professionalism when handling sensitive information. Commitment to accurate documentation and knowledge sharing. Personal Attributes Analytical, methodical problem‑solver with strong attention to detail. Reliable follow‑through and ability to thrive in a fast‑paced, service‑oriented environment. Collaborative mindset with willingness to mentor and support peers. Professionalism and discretion in all interactions. Work Conditions 35‑hour work week. Hybrid schedule with approximately 90% on‑site support. Regular use of computer equipment and IT tools. Ability to lift and transport moderately heavy IT equipment. Other Requirements Valid driver’s license. Reliable personal vehicle for dispatch to client locations. #J-18808-Ljbffr