Desktop Support Specialist

Position Summary:

The Desktop Support Specialist will be based in the Chandler, AZ office. This is a hybrid position that requires regular onsite presence. The role provide provides front-line technical assistance to employees for laptop, desktop, and peripheral issues, with a primary focus on the quick resolution of call center workstation issues. This role focuses exclusively on end-user device support and basic application troubleshooting. The Desktop Support Specialist works from a defined workstation support queue and follows documented procedures to resolve issues or escalate them appropriately.

This is an entry-level role designed for individuals beginning their career in technology support. The position follows a flexible hybrid schedule and requires regular onsite presence. The number of onsite days may vary week to week based on business needs, typically ranging from two to five days.

Essential Job Functions:

Support:

• Serve as the primary point of contact for workstation-related support requests.
• Troubleshoot and resolve common laptop and desktop issues, including operating system, applications, and peripherals.
• Provide timely support to call center employees to minimize downtime and disruptions.
• Assist users with basic software usage and configuration issues.
• Follow documented runbooks and troubleshooting guides to resolve issues consistently.
• Escalate issues that fall outside workstation support scope

Device Support:

• Prepare, deploy, replace, and refresh employee laptops and peripherals.
• Assist with workstation setup, swaps, and hardware replacements.
• Perform basic diagnostics to determine whether hardware requires repair or replacement.
• Maintain accurate records related to device assignments and support activities.

Ticket Management:

• Update tickets clearly with actions taken and resolution details.
• Meet defined response and resolution targets for workstation issues.
• Communicate clearly with users regarding issue status and next steps.

Scope & Access Boundaries:

This role does not include:

• User account provisioning or deprovisioning.
• Access changes or permission management.
• Identity or directory administration.
• Cloud or infrastructure administration.
• Project work outside of workstation support

Knowledge, Skills, Abilities:

Required:

• Basic understanding of Windows and/or macOS operating systems.
• Familiarity with common workplace applications (email, browsers, office productivity tools).
• Ability to follow written procedures and troubleshooting steps.
• Strong customer service skills and a professional demeanor.
• Clear written and verbal communication skills.

Preferred:

• Previous experience in customer support, help desk, or technical support role.
• Exposure to ticketing systems.
• Experience setting up or troubleshooting laptops and peripherals

Success in This Role Means

• Call center workstation issues are resolved quickly and accurately.
• End-user device issues are handled consistently and within service expectations.
• Escalations are appropriate, timely, and well-documented.
• Users receive professional, predictable support.

About Us:

At Penn Foster Group, we are transforming online learning to help learners by uniting Penn Foster, CareerStep, Ashworth College, James Madison High School, the New York Institute of Photography, the New York Institute of Art and Design, and other education platforms. Together, we create an accelerated path to greater economic mobility through real-world skills and knowledge that enable them to achieve long-term success in the workplaces of the future. Our history dates back to 1890 when our founder, Thomas Foster, pioneered distance education by offering training by mail for coal miners to get the necessary skills for safer jobs. Today, with the partners who use our education and training programs, we continue that mission of providing accessible training and education for in-demand skills and are building a workforce that’s prepared for the future job market.

Equal Employment Opportunity:

We strive toward Diversity, Equity, and Inclusion at Penn Foster Group by intentionally building teams that are diverse – in identities, lived experiences, and ideas to create a culture where people feel connected to each other and have a sense of belonging. We value diversity, equity, and inclusion because it is the foundation that enables us to achieve what we set out to do as an organization – from maximizing the number of learners who can reach their goals while giving them the kinds of experiences we want them to have, to becoming the type of company we want to work in.

What We Offer:

We offer a robust benefits package that includes medical, dental, vision, flexible spending, generous paid time off, sponsored volunteer opportunities, a 401K with a company match, plus free access to all of our online programs.