Desktop Support Specialist

Company Background: Turtle Beach Corporation (www.turtlebeachcorp.com) is one of the world’s leading gaming accessory providers. The Company’s namesake Turtle Beach brand (www.turtlebeach.com) is known for designing best-selling gaming headsets, top-rated game controllers, award-winning PC gaming peripherals, and groundbreaking gaming simulation accessories. Innovation, first-to-market features, a broad range of products for all types of gamers, and top-rated customer support have made Turtle Beach a fan-favorite brand and the market leader in console gaming audio for over a decade. Turtle Beach Corporation acquired Performance Designed Products (www.pdp.com) in 2024. Turtle Beach’s shares are traded on the Nasdaq Exchange under the symbol: TBCH.

Turtle Beach believes diversity in the workplace creates an environment where different perspectives lead to improved creativity, productivity, team member engagement, and overall employee happiness. We’re simply looking for the best person for the job, and if that’s you…let’s talk!

Summary

The Desktop Support Specialist's role is to ensure proper computer operations so that end users can accomplish organizational tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests.

Duties and Responsibilities

• Field incoming help requests from end-users in a courteous manner.
• Document all pertinent end-user identification information, including name, department, contact information, and nature of problem or issue.
• Build rapport and elicit problem details from customers.
• Prioritize and schedule problems. Escalate problems (when required)
• Apply diagnostic utilities to aid in troubleshooting.
• Identify and learn the appropriate software and hardware used and supported by

the organization.

• Perform hands-on fixes at the desktop level, including installing and upgrading

software, implementing file backups and configuring systems, and

applications.

• Test fixes to ensure the problem has been adequately resolved.
• Perform post-resolution follow-ups to help with requests.
• Develop help sheets and knowledge base articles for end-users.
• Provide off-hours support as needed.
• Performs other duties as assigned

Education/Experience/Skills:

• Exceptional interpersonal skills, with a focus on rapport-building and active listening
• Knowledge of basic computer hardware.
• Experience with desktop operating systems, including Windows and Mac OS
• Extensive application support experience with Office 365
• Diagnostic troubleshooting for in-office and remote employees
• Working knowledge of a range of diagnostic utilities

Personal Attributes:

• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language.
• Highly self-motivated and directed.
• Attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation

Disclaimer: The salary for this role is $40,000.00 - $50,000.00. This is the range that we in good faith anticipate relying on when setting wages for this position. We may ultimately pay more or less than the posted range, and this range is only applicable for jobs to be performed in California. This salary range may also be modified in the future.