What are the responsibilities and job description for the Desktop Support Specialist position at Sira Consulting, an Inc 5000 company?
Job Summary:
Key Responsibilities:
- Own the full PCaaS (PC as a Service) lifecycle: deployment, new-hire setups, hardware refreshes, and decommissioning
- Provide day-to-day end-user support (desktops, laptops, printers, peripherals, mobile devices, and unclassified PCs in SCIF environments)
- Manage printer support, peripherals ordering/stockpiling/installation, and electronic waste disposal
- Support conference rooms, meeting AV setups, and ad-hoc meeting/event technical needs
- Assist with real estate transactions, program buildouts, and facility moves (cabling, port activation, new closet setup)
- Troubleshoot and support manufacturing & engineering tools, shop-floor terminals, and related peripherals
- Perform patching, basic administration, storage management, and data protection tasks
- Handle network operations: port activation/troubleshooting, Wi-Fi coverage, LAN/WAN, VPN, WAP and switch installation/support
- Participate in data closet management, cable management, and physical infrastructure upkeep
- Support disaster recovery tasks, backup verification, and basic business continuity activities
- Manage SLA compliance, CSAT scores, ticket backlog, and major incident support
- Perform data spill remediation, system compliance checks, and support security applications
- Partner with business units, manufacturing teams, engineering groups, and external vendors as needed
- Take complete ownership of issues until full resolution has been achieved
Qualifications and Skills:
Education:
- Bachelor’s degree in IT, Computer Science, or related field (or equivalent hands-on experience certifications, e.g., CompTIA A , Linux , Security , or equivalent).
Experience:
- 2–5 years of broad IT support experience in a manufacturing, engineering, or similar industrial environment
Technical Skills:
- Desktop / laptop / imaging / Paas lifecycle
- Networking (switches, WAPs, VPN, Wi-Fi troubleshooting)
- Printers, peripherals, and shop-floor hardware
- Basic storage, backup, and disaster recovery concepts
- Security tools, data spill remediation, and compliance requirements
- Ticketing systems, SLA/CSAT tracking, and backlog management
Soft Skills:
- Strong customer service mindset and ability to explain technical issues to non-technical users
- Excellent prioritization and multitasking in a high-pressure production environment
- Resourceful “figure it out” attitude — you enjoy variety and learning new systems quickly
- Team player who can mentor others and escalate intelligently as needed
Other Requirements:
- Valid driver’s license and reliable transportation
- Ability to lift up to 50 lbs, work in manufacturing areas, climb ladders, and crawl under desks
- Willingness to participate in on-call rotation and occasional after-hours/weekend work