Desktop Support Specialist

Position Summary:

The Desktop Support Specialist provides front-line technical assistance to employees for laptop, desktop, and peripheral issues, with a primary focus on the quick resolution of call center workstation issues.

This role focuses exclusively on end-user device support and basic application troubleshooting.

The Desktop Support Specialist works from a defined workstation support queue and follows documented procedures to resolve issues or escalate them appropriately.

This is an entry-level role designed for individuals beginning their career in technology support.

The position follows a flexible hybrid schedule and requires regular onsite presence.

The number of onsite days may vary week to week based on business needs, typically ranging from two to five days.

Essential Job Functions:

Support:


* Serve as the primary point of contact for workstation-related support requests.


* Troubleshoot and resolve common laptop and desktop issues, including operating system, applications, and peripherals.


* Provide timely support to call center employees to minimize downtime and disruptions.


* Assist users with basic software usage and configuration issues.


* Follow documented runbooks and troubleshooting guides to resolve issues consistently.


* Escalate issues that fall outside workstation support scope

Device Support:


* Prepare, deploy, replace, and refresh employee laptops and peripherals.


* Assist with workstation setup, swaps, and hardware replacements.


* Perform basic diagnostics to determine whether hardware requires repair or replacement.


* Maintain accurate records related to device assignments and support activities.

Ticket Management:


* Update tickets clearly with actions taken and resolution details.


* Meet defined response and resolution targets for workstation issues.


* Communicate clearly with users regarding issue status and next steps.

Scope & Access Boundaries:

This role does not include:


* User account provisioning or deprovisioning.


* Access changes or permission management.


* Identity or directory administration.


* Cloud or infrastructure administration.


* Project work outside of workstation support

 

Knowledge, Skills, Abilities:

Required:


* Basic understanding of Windows and/or macOS operating systems.


* Familiarity with common workplace applications (email, browsers, office productivity tools).


* Ability to follow written procedures and troubleshooting steps.


* Strong customer service skills and a professional demeanor.


* Clear written and verbal communication skills.

Preferred:


* Previous experience in customer support, help desk, or technical support role.


* Exposure to ticketing systems.


* Experience setting up or troubleshooting laptops and peripherals

 

Success in This Role Means


* Call center workstation issues are resolved quickly and accurately.


* End-user dev...