IT Support Specialist – Desktop Technician

About the role

The Information Technology Support Specialist provides first‑ and second‑level desktop support to internal users, handling both local and remote issues. The role involves answering inbound calls, troubleshooting hardware, software and application problems, and documenting resolutions in a ticketing system.

Key responsibilities

• Deliver first/second level contact and problem resolution for desktop, laptop and peripheral issues.
• Install, upgrade, support and troubleshoot Windows (XP, 7, 8.1, 10) and Microsoft Office applications.
• Provide basic support for macOS devices and authorized desktop applications such as Cisco Jabber.
• Maintain and repair printers, computer hardware, and other authorized peripherals.
• Use diagnostic tools to resolve network connectivity and workstation hardware/software problems.
• Collaborate with vendors to remediate complex AV issues.
• Update tickets with status and resolution details, ensuring SLA compliance.

Required profile

• Bachelor’s degree in Computer Science or related field, or equivalent experience.
• CompTIA A+ and/or Microsoft Certified Professional (MCP) certification.
• 2‑3 years of experience in Windows desktop support.
• Strong analytical, troubleshooting and multi‑tasking abilities.
• Excellent communication and customer‑service skills.

Required skills

• Windows XP, 7, 8.1, 10
• Microsoft Office 2010, Office 365
• Cisco Jabber
• macOS (basic support)
• Active Directory, Group Policy Objects (GPOs)
• Enterprise anti‑virus solutions
• Helpdesk ticketing systems
• Mobile device management (iOS, Android)
• Enterprise encryption solutions
• PC hardware installation and troubleshooting
• Printer installation and maintenance
• Diagnostic tools for network and hardware issues