Desktop Support Specialist

Key Responsibilities

1. Incident & Request ManagementHandle L2 escalated incidents from Service Desk (L1) and resolve within SLA timelinesManage service requests, including software installations, access requests, and hardware provisioningPerform root cause analysis (RCA) for recurring or complex issuesEnsure proper documentation of all troubleshooting steps in ITSM tools (ServiceNow, Remedy, etc.)2. End-User Computing SupportProvide advanced troubleshooting for:Windows 10/11 operating systemsmacOS environments (basic to intermediate support)Microsoft Office 365 suite (Outlook, Teams, OneDrive, SharePoint)Resolve performance issues, login failures, profile corruption, and system errorsSupport multi-device environments including laptops, desktops, thin clients, and VDI3. Active Directory & Identity ManagementPerform user account administration:Password resetsAccount unlocksGroup membership updatesBasic permissions managementSupport authentication issues (SSO, MFA, domain login failures)4. Endpoint Management & Software DeploymentSupport software installation, upgrades, and patching using tools such as:Microsoft SCCM / MECMMicrosoft Intune (if applicable)Ensure endpoint compliance with security policies and corporate standardsAssist in OS imaging, device provisioning, and reimaging processes5. Hardware & Peripheral SupportTroubleshoot and support:Desktops, laptops, docking stationsPrinters, scanners, barcode devicesMonitors, keyboards, and peripheral devicesCoordinate with OEM/vendors for hardware repairs and replacementsManage asset tagging and inventory updates6. Network & Connectivity SupportDiagnose and resolve:LAN/Wi-Fi connectivity issuesVPN connectivity problemsIP conflicts and DNS-related issues (basic level)Work closely with network teams for escalated connectivity incidents7. Escalation & CollaborationEscalate unresolved or complex issues to L3 infrastructure or application teamsCoordinate with security, network, and server teams for cross-functional issuesParticipate in shift handovers and ensure proper knowledge transfer8. Documentation & ReportingMaintain accurate logs of incidents, resolutions, and troubleshooting stepsUpdate knowledge base articles for recurring issuesProvide daily/weekly status updates on ticket progress and SLA compliance