Desktop Support Specialist

Desktop Support Specialist
Location: On-site
Position Summary
The Desktop Support Specialist is responsible for providing technical assistance and support related to computer systems, hardware, and software. This role ensures that end users can efficiently operate technology systems by diagnosing issues, installing equipment, maintaining systems, and delivering exceptional customer service.
The Desktop Support Specialist serves as the first point of contact for technical support and plays a key role in maintaining organizational productivity and IT reliability.

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Key Responsibilities
End-User Support

• Provide first and second-level technical support for desktops, laptops, and peripherals.
• Respond to tickets, phone calls, and walk-up requests in a timely manner.
• Troubleshoot laptop hardware, software issues along with supporting network Printer issues
• Assist users with login issues, password resets, and system access.

Hardware & Software Support

• Install, configure, and maintain desktops, laptops, and printers
• Deploy operating systems and software updates.
• Replace defective hardware components and coordinate repairs when necessary.
• Maintain inventory of IT assets and equipment.

Systems & Network Support

• Support Windows Devices and Mac OS Devices
• Assist with basic network troubleshooting including connectivity, VPN access, and Wi-Fi issues.
• Maintain Active Directory user accounts and permissions.
• Configure email clients and productivity applications.

IT Operations

• Document incidents, resolutions, and procedures using a centralized ticketing system.
• Maintain system security by applying patches and updates.
• Assist with onboarding/offboarding of employees including account setup and device provisioning.
• Support conference room technology and AV equipment.

Customer Service

• Communicate technical issues clearly to users
• Provide training or guidance to users on best practices.
• Ensure a high level of customer satisfaction.

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Required Qualifications

• Associates or Bachelors degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 2+ years of desktop support or help desk experience.
• Strong knowledge of Windows operating systems and Microsoft Office.
• Experience with Active Directory and user account management.
• Familiarity with ticketing systems (ServiceNow, Jira, Zendesk, etc.).

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Technical Skills

• Windows 10 / Windows 11 support
• Microsoft 365 / Office applications
• Active Directory user management
• Hardware troubleshooting (PCs, laptops, printers)

NOTE: Additional Tasks maybe required by Celltrion IT Department.