What are the responsibilities and job description for the Desktop Support Specialist position at pro/source <it></it>?
Job Summary:
We are seeking an experienced Desktop Support Specialist with a minimum of 3 years of hands-on experience in desktop support, system migration, and implementation projects. The ideal candidate will have strong troubleshooting skills, excellent communication, and a proactive approach to end-user support. This role requires working closely with IT teams to support and maintain the computing environment and participate in desktop-related projects.
Key Responsibilities:
- Provide Tier 1 and Tier 2 support for desktop, laptop, mobile device, and peripheral issues.
- Troubleshoot and resolve hardware, software, and networking issues for end-users in a timely manner.
- Perform PC deployments, upgrades, imaging, and migrations (e.g., Windows 10/11, Office 365).
- Support system implementations and rollouts, including setup, configuration, and validation of devices and applications.
- Assist with Active Directory administration, including password resets, group policies, and user provisioning.
- Maintain inventory of equipment and manage asset lifecycle (procurement, deployment, retirement).
- Collaborate with teams on migration projects such as email migrations, system upgrades, or cloud-based service transitions.
- Document support issues and resolutions using service desk tools (e.g., ServiceNow, Jira, or similar).
- Provide remote and on-site support to ensure continuity of services.
- Train users and create user guides or support documentation as needed.
Required Qualifications:
- Minimum of 3 years of experience in a desktop support or IT technician role.
- Proven experience with desktop migration and deployment projects.
- Strong working knowledge of Windows OS (10/11), Microsoft Office Suite, and Office 365.
- Hands-on experience with device imaging, scripting (PowerShell is a plus), and troubleshooting.
- Experience supporting Active Directory, DNS/DHCP, and remote desktop tools.
- Familiarity with ITIL processes and ticketing systems like ServiceNow or similar platforms.
- Excellent problem-solving and customer service skills.
- Ability to work independently and prioritize tasks in a dynamic environment.