What are the responsibilities and job description for the Information Technology Support Specialist position at Sharp Brains Solutions?
We are seeking a skilled Desktop Support Engineer with 2–4 years of onsite IT support experience to provide end-user support, desktop administration, and incident resolution. The ideal candidate will have strong expertise in Windows environments, endpoint management, hardware/software troubleshooting, and enterprise IT support tools.
Key Responsibilities
- Provide onsite desktop support for laptops, desktops, peripherals, and end-user devices.
- Diagnose and resolve hardware, software, operating system, and connectivity issues.
- Perform IMAC (Install, Move, Add, and Change) activities and desk-side support.
- Handle hardware break/fix, system upgrades, replacements, and device imaging.
- Deploy, configure, and maintain Windows desktops and laptops throughout their lifecycle.
- Manage software deployment, updates, patching, and inventory using Microsoft SCCM and Microsoft Intune.
- Support and troubleshoot Microsoft Office 365, Outlook, VPN, and remote access issues.
- Administer and troubleshoot Active Directory user accounts, permissions, and authentication.
- Manage incidents, service requests, and documentation using ServiceNow or a similar ITSM platform.
- Install, configure, and support printers, scanners, and other peripheral devices.
- Monitor endpoint security, antivirus compliance, and system health.
- Provide VIP/Executive desktop support when required.
- Maintain accurate asset records and ensure compliance with IT standards.
- Collaborate with internal IT teams to resolve escalated technical issues.
Required Skills
- 2–4 years of experience in onsite desktop or end-user support.
- Strong knowledge of Windows 10/11 administration and troubleshooting.
- Hands-on experience with Microsoft SCCM and Microsoft Intune.
- Experience with ServiceNow or similar IT Service Management (ITSM) tools.
- Strong knowledge of Active Directory administration.
- Experience supporting Microsoft Office 365, Outlook, and remote support tools.
- Excellent hardware and software troubleshooting skills.
- Experience with desktop imaging, software deployment, and patch management.
- Knowledge of printer and scanner administration.
- Excellent communication, customer service, and problem-solving skills.
Preferred Skills
- Experience supporting macOS and Apple devices.
- Knowledge of VPN, Microsoft Teams/Skype for Business (Lync), and mobile device support.
- Experience providing Smart Hands & Feet support in enterprise environments.
- Familiarity with endpoint security and antivirus management.