Desktop Support Specialist

About the role

The Desktop Support Specialist provides day‑to‑day local and remote desktop assistance, handling inbound calls, troubleshooting hardware, software and application issues, and documenting resolutions in a ticketing system.

Key responsibilities

• Serve as second‑level contact for customer issues and ensure timely resolution.
• Collaborate with vendors to resolve complex audio‑visual problems.
• Maintain accurate ticket updates and communicate status to stakeholders.
• Install, upgrade, support and troubleshoot Windows XP, 7, 8.1, 10 and Microsoft Office 2010, Cisco Jabber and other approved applications.
• Provide basic macOS support for Apple users.
• Install, upgrade, support and troubleshoot printers, computer hardware and peripherals.
• Perform preventative maintenance and remedial repairs on desktops, laptops and printers.
• Use diagnostic tools to resolve network connectivity and workstation hardware/software issues.

Required profile

• 3‑5 years of experience in Windows desktop support.
• Proven ability to diagnose and resolve hardware, software and application faults.
• Experience handling inbound support calls and working within an IT support center.
• Strong communication skills to coordinate with supervisors, managers and vendors.

Required skills

• Windows XP, Windows 7, Windows 8.1, Windows 10
• Microsoft Office 2010
• Cisco Jabber
• Basic macOS support
• Printer installation and troubleshooting
• Hardware repair and preventative maintenance
• Diagnostic tools for network and workstation issues
• Ticketing system usage