What are the responsibilities and job description for the Desktop Support Specialist III position at Bridgehead IT?
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Position Summary
The Desktop Support Specialist III acts as a senior technical resource within the support team, delivering advanced troubleshooting and mentoring to junior staff. This role is responsible for resolving complex technical issues, handling escalated tickets, and supporting desktop infrastructure deployments. The position operates primarily within a ticketing system and includes participation in an on-call rotation and after-hours support as needed.
Key Responsibilities
Position Summary
The Desktop Support Specialist III acts as a senior technical resource within the support team, delivering advanced troubleshooting and mentoring to junior staff. This role is responsible for resolving complex technical issues, handling escalated tickets, and supporting desktop infrastructure deployments. The position operates primarily within a ticketing system and includes participation in an on-call rotation and after-hours support as needed.
Key Responsibilities
- Provide expert-level desktop support for issues involving hardware, software, operating systems, and peripheral equipment.
- Serve as a technical escalation point for Desktop Support Specialists I and II.
- Support advanced troubleshooting of issues related to Microsoft Windows, Office 365, remote access (VPN), and endpoint security tools.
- Lead and participate in workstation deployments, refreshes, and small-scale implementations.
- Build and maintain system images and deployment processes using company-approved tools.
- Maintain and support client environments both remotely and on-site, ensuring minimal disruption to end users.
- Manage service tickets within the ticketing system, ensuring complete documentation, accurate time entries, and timely resolution.
- Assist in developing and improving documentation, procedures, and knowledge base content.
- Coordinate with other teams (Network, Server, Cloud, Security) on cross-functional tickets or projects.
- Participate in onboarding and offboarding processes, including provisioning, recovery, and configuration of equipment.
- Support and enforce endpoint compliance policies, patch management, and antivirus/EDR effectiveness.
- Participate in an on-call rotation and respond to after-hours issues when necessary.
- Perform additional tasks as assigned.
- 5–7 years of experience in desktop or technical support roles, preferably within an enterprise or MSP environment.
- Strong expertise in Windows 10/11, Microsoft 365, and desktop management tools.
- Working knowledge of Active Directory, Group Policy, DNS/DHCP, and basic networking.
- Proficiency with remote support tools and ticketing systems.
- Experience with deployment tools such as MDT, Autopilot, or equivalent.
- Excellent troubleshooting, communication, and customer service skills.
- Ability to lift and move equipment (up to 50 lbs) and travel to client sites when required.
- Industry certifications such as Microsoft MD-102 or Microsoft AZ-104 are preferred.
- Demonstrated ability to lead by example, support junior team members, and take ownership of complex issues.