Desk Side Support Specialist

Job Title:  Desk side support

Location:  – East Hartford, CT 06108

• Deliver onsite end-user support for desktop, laptop, and peripheral devices, ensuring optimal performance and minimal downtime.
• Install, configure, and troubleshoot applications, operating systems (primarily Windows 11), and hardware components, with a focus on Lenovo platforms.
• Manage Intune PC setup and administration, including policy enforcement and device management.
• Provide expert support for MS Office 365, ServiceNow ticketing, and Avaya CXOne systems.
• Mentor and guide junior desktop support staff, fostering knowledge transfer and professional growth.
• Oversee ticket queue management, ensuring timely response and resolution of local support requests.
• Provide smart hands support to other technical teams and escalate critical issues impacting production.
• Maintain and update site-level hardware and software inventory records.
• Lead local onsite desktop support efforts, ensuring adherence to service standards and company policies.
• Validate ticket assignments and completion within established timeframes.
• Perform additional duties as assigned, ensuring compliance with all organizational policies and standards.
• Work schedule: 8am to 5pm EST.

SKILL REQUIREMENTS

• 5–7 years of professional experience in Windows desktop support, with at least 3–5 years supporting Intune-managed PCs.
• Proficient in Windows 11 troubleshooting, Lenovo PC/laptop support, and application installation/configuration.
• Solid working knowledge of ServiceNow ticketing systems, MS Office 365, and Avaya CXOne.
• Strong analytical skills to diagnose and resolve straightforward technical problems using established procedures.
• Excellent communication skills for explaining complex information in a clear, concise manner.
• Ability to work independently with moderate guidance and as part of a collaborative team.
• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).