What are the responsibilities and job description for the Desktop Support Specialist position at Infojini Inc?
We are seeking an experienced Desktop Support Specialist to support Client Services Operations. This role focuses on handling a high volume of service desk requests, hardware installations, and end-user software support. The ideal candidate will have strong technical expertise, excellent customer service skills, and the ability to resolve complex IT issues efficiently.
Key Responsibilities:
Evaluate, prioritize, and resolve IT incidents and service desk tickets based on business impact.
Provide timely updates to users and internal teams through a call tracking system.
Take ownership of technical issues and drive them to resolution with urgency.
Install, configure, and image desktops/laptops and deploy required software.
Set up and support local/network printers and other peripherals.
Perform user data transfers and profile migrations during hardware upgrades.
Support account management tasks (Active Directory, email, Citrix, etc.).
Collaborate with application, network, and infrastructure teams to troubleshoot and resolve issues.
Assist with file server management, data storage, restores, and network configurations.
Identify recurring issues and recommend technical solutions or improvements.
Stay current with evolving technologies and industry best practices.
Project Management:
Lead and support IT-related projects, coordinating team efforts and tracking progress.
Provide status updates to management and ensure timely project completion.
Documentation:
Develop and maintain detailed documentation for processes and procedures.
Ensure documentation aligns with operational and service level agreements (OLAs/SLAs).
Review and update documentation annually.
Security & Compliance:
Follow IT security policies and ensure systems are protected against unauthorized access.
Implement security standards and safeguard data integrity and confidentiality.
Required Skills & Experience:
7 years of experience in desktop support or technical field support.
Strong knowledge of computer hardware, software, peripherals, and networking.
Experience with computer imaging and software deployment.
Experience installing and configuring printers and peripherals.
Proficiency in data migration and user profile transfers.
Hands-on experience with ServiceNow or similar ticketing systems.
Strong documentation and process development skills.
Excellent troubleshooting and customer service abilities.
Comfortable with travel as required.
Additional Requirements:
Ability to work onsite.
Strong communication and teamwork skills.
Ability to mentor junior staff and support team development.