Desktop Support Specialist

Responsibilities

• Deliver first- and second-level technical support to end users for hardware, software, and application issues via phone, remote access tools, and on-site assistance.
• Log, track, and maintain documentation for all incidents and service requests within the designated IT ticketing system.
• Install, configure, upgrade, and troubleshoot supported Windows operating systems (Windows 10 and Windows 11) and the Microsoft Office 365 suite.
• Provide foundational macOS support for Apple devices.
• Install, configure, and support enterprise applications, including Cisco Jabber and other organization-approved software.
• Install, configure, and troubleshoot printers, desktops, laptops, and other authorized peripherals.
• Perform routine preventive maintenance on computers, laptops, and printers to ensure reliability.
• Conduct remedial repairs on desktops, laptops, printers, and related equipment.
• Use diagnostic tools to troubleshoot network connectivity and workstation hardware and software issues.
• Coordinate with third-party vendors to remediate complex AV issues as needed.
• Provide timely status updates to end users and stakeholders regarding open incidents and resolutions.
• Support mobile device management for iOS and Android devices within the enterprise environment.
• Demonstrate working knowledge of networks, servers, AV systems, smart devices, and telecommunications to support a broad IT footprint.
• Perform other duties as assigned to support departmental and organizational objectives.

Requirements

• Minimum of 1 year of related experience.
• Proficiency in Windows operating systems, Microsoft Active Directory, Group Policy Objects (GPOs), and Microsoft Office 365.
• Experience with PC and laptop hardware installation, configuration, and troubleshooting.
• Familiarity with enterprise antivirus and endpoint protection solutions.
• Experience with helpdesk ticketing systems and IT service management practices.
• Knowledge of mobile device management (MDM) platforms for iOS and Android.
• Familiarity with enterprise encryption solutions and Windows device management via Active Directory.
• Strong analytical, problem-solving, and technical troubleshooting abilities.
• Ability to manage multiple priorities, work independently, and meet SLAs.
• Excellent written and verbal communication skills for conveying technical information to non-technical audiences.
• Commitment to delivering high-quality customer service to internal stakeholders.
• Ability to adapt to a rapidly evolving technology environment and shifting priorities.
• Willingness to work outside standard business hours, including evenings and weekends, for scheduled project support or emergency response as required.

Technologies

• Windows 10
• Windows 11
• Microsoft Office 365
• macOS
• Cisco Jabber
• Microsoft Active Directory
• Group Policy Objects (GPOs)
• Mobile Device Management (MDM)
• iOS
• Android
• ServiceNow

Benefits

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Physical Requirements and Work Environment

• Regularly required to sit, stand, walk, and use hands to operate a computer keyboard and standard office equipment.
• Occasionally required to lift and/or move IT equipment weighing up to 50 pounds.
• May require bending, kneeling, or crouching to install or service equipment.
• Work is performed primarily in a standard office or data center environment with moderate noise levels.
• May be required to travel to or work at multiple organizational sites or client locations.

Job Type

Full-time

Pay

USD 18.00 - 23.00 per hour

Work Location

Onsite - Hebron, KY

Experience

• Auto Pilot: 1 year (Required)
• Desktop Support: 3 years (Required)
• ServiceNow: 1 year (Required)

Certifications (Preferred)

• CompTIA A+ certification or equivalent vendor-neutral credential
• Microsoft Certified Professional (MCP), Microsoft 365 Fundamentals, or higher-level Microsoft certification

Education

Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field; OR an equivalent combination of education, training, and directly related work experience sufficient to demonstrate the required knowledge, skills, and abilities.