Desktop Support Specialist Job Description Template
Our company is looking for a Desktop Support Specialist to join our team.
Responsibilities:
- Act as an escalation point for advanced or difficult help requests to IT;
- Maintain accurate hardware and software records for corporate assets;
- Troubleshoot and repair systems and applications installed on desktop and laptop systems;
- Set up of dual monitors on Thin Clients and PC based systems;
- Use corporate incident management system to record and track all support work;
- May assist with the procurement of hardware and software;
- Provides support for workstations including network troubleshooting and complex application issues;
- Perform installation, training, maintenance, troubleshooting and repair of desktop technology hardware and software;
- Respond to incidents within SLA or within a timely manner with appropriate level of urgency, and follows up with customers on all issues;
- Utilizes Network Monitoring tools to notify Administrators when a problem occurs;
- Support team’s abilities and functions through positive customer relations;
- Must be a self-starter, motivated individual Experience working and documenting within a IT incident management system, preferably ServiceNow;
- Delivers packaged software installations as needed;
- Responsible for basic work assigned from a problem or incident management queue or Service Request queue to final resolution;
- Identifies and documents resolutions and openly shares information across the team.
Requirements:
- 1-2 years’ experience with Active Directory (Adds, Moves, Changes, etc.) Admin level is not required;
- 1-2 years experience providing Technical Support in Windows Environment (XP, 7, 8, 10) such as password resets, exchange, hardware and software issues;
- Standard PC Software support;
- 1+ years of enterprise desktop support experience in a commercial or government environment;
- Monday – Friday 8am – 5pm;
- Ability to lift up to 50lbs and use a hand truck;
- At least 2 years of experience working 7 environments utilizing Microsoft Office 2016;
- User Walk-in and Desk side support;
- Must be able to unpack hardware from boxes and set up equipment deskside;
- At least 1 year of experience in large scale PC rollouts;
- Provide site specific IT support for business team(s);
- Bachelor’s Degree in an IT related field or equivalent experience;
- Experience with dual monitors, printers, and Windows 10;
- Self-Imaging support and Custom Imaging support;
- Demonstrated ability to apply IT in solving business problems and be resourceful.