Specialist, IT Desktop Support

Position Summary 

As a member of the IT Desktop Support team, this position is responsible for interfacing with the IT Service Desk as a 2^nd level escalation in user communication and technical support. This position will work extensively within the Incident, Service Request, Knowledge, and Asset Management processes; ensuring proper troubleshooting, restoration, and completeness of services requested by the customer or internal IT teams. Technology support is focused on all desktop interaction points that a customer may engage with, including access provisioning, hardware deployment, software management, general support and questions, compliance, and IT purchasing.

Essential Duties & Responsibilities

• Provide support to end users or processes that cannot be resolved by 1st level support (Service Desk)


• Work with end users and provide support services aligned to defined service level agreements (SLA) and to ITIL standards


• Monitor, troubleshoot and maintain all end user computing technologies including, but not limited to, desktops, laptops, docks, monitors, printers, LAN, phones, conference devices, mobile devices and related Operating Systems and software


• Uphold and implement security standards in compliance with IT Security department


• Manage support interactions through the IT Service Management System


• Support users by writing and maintaining documentation that help to answer questions and resolve problems


• Assist Management in gathering information and creating processes, procedures, and policies


• Gather information for status reports on progress of projects, open items, and issues   


• Follow the established standards for documenting projects, configurations, and standard operating procedures


• Perform all job related responsibilities with minimal management direction and guidance


• Work within the defined Incident, Request, Asset, and Change Management processes


• Responsible for compliance including password management, documentation, maintenance, provisioning access, and data protection procedures


• Work to minimize downtime impact on users through accurate communication, planning of scheduled downtimes and quick problem resolution for unscheduled downtimes


• Monitor performance, diagnose issues, and perform emergency and scheduled maintenance as required on IT systems


• Participate in strategic initiatives by performing technical and process project activities


• Engage with audit and follow audit guidelines as requested


• Provide 24/7 on-site support as required


• Work on special assignments as they arise

Knowledge & Skills

• 3+ years’ experience supporting electronic user devices to include but not limited to desktops, laptops, printers, RF guns (mobile computers)


• Strong written and verbal communication skills


• Experience administratively supporting Microsoft Windows (Desktop and Server)


• Experience with Microsoft Office suite (Outlook, Visio, Excel, and etc.)


• Experience with network switching technology (VLAN, TCP/IP, DHCP, and etc.)


• Experience with diagnosing and troubleshooting software and hardware issues


• Self-starter/Ability to work independently


• Enthusiastic about technology


• Strong customer service skills


• Able to work quickly and effectively under pressure and to efficiently handle multiple priorities simultaneously


• Knowledge of the ITIL disciplines

Minimum Qualifications, Education & Experience 

• Must be at least 18 years of age


• High school diploma is required; Bachelor’s degree from an accredited college or university in Computer Science, Information Systems, or related IT field is preferred


• Minimum 3 years of experience in a Service Desk or Desktop support environment

Work Environment

• This is largely a sedentary role. 


• This job operates in a professional office environment and routinely uses standard office equipment.


• May need to lift and transport objects up to 50 lbs, such as computers or peripherals.


• Typically requires travel less than 5% of the time.