Desktop Support Specialist
Occupations:
Computer User Support SpecialistsComputer Network Support SpecialistsNetwork and Computer Systems AdministratorsComputer Occupations, All OtherComputer Systems Engineers/ArchitectsIndustries:
Educational Support ServicesVocational Rehabilitation ServicesResidential Intellectual and Developmental Disability, Mental Health, and Substance Abuse FacilitiesBusiness Support ServicesActivities Related to Credit IntermediationKey Responsibilities:Respond to and resolve Tier 2 support requests escalated from Tier 1.Provide hands-on support for desktops, laptops, printers, mobile devices, and other peripherals.Troubleshoot OS, application, and network-related issues (Windows/Mac environments).Install, configure, and update software and hardware as required.Support Microsoft 365 applications, Active Directory, and other enterprise tools.Handle user account setups, password resets, and permission/access issues.Collaborate with other IT teams or vendors to resolve complex incidents.Document all support activities in the ticketing system and follow escalation procedures.Requirements:Proven experience in Tier 2 desktop or end-user support roles.Strong knowledge of Windows 10/11, MS Office 365, and standard IT tools.Familiarity with ITSM platforms like ServiceNow or similar.Good understanding of networking basics (TCP/IP, DNS, DHCP).Excellent communication and customer service skills.Ability to work independently and manage multiple support requests.