Desktop Support Specialist

Key Responsibilities

1. End-User Support

• Respond to user-reported issues via phone, email, ticketing system, or in-person.
• Provide first-level troubleshooting for desktops, laptops, printers, and mobile devices.
• Resolve common operating system issues (Windows, macOS, or Linux).
• Assist users with basic software installation, updates, and configurations.
• Reset passwords, unlock accounts, and manage user access through Active Directory or similar tools.

2. Hardware & Peripheral Support

• Diagnose and resolve issues related to monitors, keyboards, mice, printers, and docking stations.
• Perform basic hardware replacements (RAM, HDD/SSD, PSU, etc.).
• Coordinate with vendors for hardware warranty support and replacements.

3. Networking & Connectivity

• Assist with LAN/Wi-Fi connectivity troubleshooting.
• Configure network printers, IP addresses, and VPN clients.
• Escalate complex connectivity issues to the network or infrastructure teams.

4. Ticketing & Documentation

• Log and manage all incidents and service requests in the ITSM or helpdesk ticketing system (e.g., ServiceNow, Jira, ManageEngine).
• Ensure tickets are updated and resolved within SLA timelines.
• Document known issues and create user guides or FAQ entries.

5. Collaboration & Escalation

• Escalate unresolved technical issues to L2 or specialized support teams.
• Assist in onboarding/offboarding processes (user account setup, email configuration, asset allocation).
• Provide remote desktop support when required.

6. Preventive Maintenance & Reporting

• Perform routine system health checks and updates.
• Ensure antivirus and endpoint security software are up to date.
• Generate periodic reports on support tickets and asset performance.