What are the responsibilities and job description for the Desktop Support Specialist #999881 position at Dexian?
Position: Desktop Support Technician
Location: Tampa, FL (Hybrid)
Engagement: Contract‑to‑Hire
Role Overview
The Desktop Support Technician provides Level 1 and Level 2 technical support to end users across a global enterprise environment. This role is customer‑facing and responsible for resolving technical incidents and service requests related to end‑user computing, virtual desktops, mobile devices, telephony, and peripherals, while adhering to defined SLA and risk control standards.
Support is delivered through in‑person support, phone, email, and remote access tools, with escalation to Level 3 teams as needed. The technician will work within an enterprise ITSM framework, documenting all activity in ServiceNow.
Key Responsibilities
End‑User Support & Incident Management
- Provide prompt and accurate Level 1 and Level 2 support for:
- Desktop and laptop hardware
- Windows operating systems and environments
- Linux‑based virtual desktop infrastructure (VDI)
- Mobile devices (BYOD and corporate‑owned)
- Telephony and collaboration tools
- Printers and peripheral devices
- Network connectivity issues
- Resolve incidents via in‑person support, phone, email, and remote sessions.
- Log, track, update, and resolve incidents and service requests in ServiceNow, ensuring adherence to SLA requirements.
- Escalate complex or unresolved issues to appropriate Level 3 teams with proper documentation.
Systems & Technology Support
- Support Windows workstations and the Microsoft Office 365 suite.
- Provide strong support for Apple technologies, including:
- macOS
- iOS / iPadOS
- iPhones, iPads, and Macs
- Support enterprise device management using Microsoft Intune.
- Perform user account administration tasks using Active Directory.
- Support virtualization platforms such as VMware and Citrix.
- Assist with secure access technologies, including PingID and Zscaler.
- Utilize remote support tools such as Bomgar.
Process, Documentation & Risk Control
- Document all troubleshooting steps, resolutions, and communications clearly and thoroughly.
- Contribute to continuous improvement of desktop support processes and knowledge documentation.
- Assist during outages or service interruptions to restore user productivity.
- Follow IT risk, compliance, and control procedures as part of daily responsibilities.
- Demonstrate strong root‑cause analysis skills when diagnosing issues.
Required Qualifications
- 3 years of experience in Desktop Support / End‑User Support.
- Bachelor’s degree preferred, or equivalent professional experience.
- Desktop and laptop hardware support
- Windows OS and Office 365
- macOS, iOS, iPadOS support
- Active Directory (user and device administration)
- Microsoft Intune
- ServiceNow (ticketing / ITSM)
- Virtualization (VMware, Citrix)
- Remote support tools (e.g., Bomgar)
- Basic networking concepts (TCP/IP)
- Mobile device support (iOS / Android)
- Printer and peripheral troubleshooting
- Familiarity with:
- LAPS UI
- PingID
- Zscaler
- Customer Service Excellence: Professional, empathetic, and solutions‑focused support delivery.
- Communication: Strong verbal and written communication skills.
- Accountability: Reliable, deadline‑driven, and self‑directed.
- Problem Solving: Analytical thinking with a root‑cause mindset.
- Collaboration: Effective team collaboration in a global enterprise environment.
- Adaptability: Comfortable working in a fast‑paced, evolving IT environment.
- Process Discipline: Follows procedures while continuously looking for improvement opportunities.