Desktop Support Specialist

Overview:

Key Responsibilities

Support Request Monitoring and Communication:

• Monitor support request communication channels and provide live assistance to end users.
• Efficiently log and resolve support requests related to employee and office equipment.
  

IT Inventory Management

• Manage IT inventory including organized storage, inventory tracking, onboarding and offboarding of employees, and vendor liaison.
• Oversee break-fix resolution and ensure timely maintenance of equipment.
  

AV Operations And Support

• Ensure conference room readiness and provide routine maintenance for AV equipment.
• Manage AV break-fix resolution, hardware installations/updates, and vendor relations.
• Assist with live event support and troubleshooting to ensure seamless AV operations.
  

Network Support And Troubleshooting

• Perform troubleshooting for network connectivity issues (wired and wireless) and provide smart hands to facilitate incident resolution.
• Collaborate with network engineers for escalations and improvements.
  

End-User Support

• Provide comprehensive technical assistance for hardware, software, operating systems (OS), applications, and connectivity issues.
• Offer timely resolution of technical problems to ensure end-user satisfaction.
  

Device And User Onboarding

• Support the setup and configuration of new devices, ensuring a smooth onboarding experience for new employees.
• Configure iOS and macOS devices, including email setup, application installations, and security compliance with company policies.
  

Service Request Management

• Handle IT service requests and incidents through a ticketing system.
• Ensure timely resolution and high user satisfaction with minimal downtime.
  

Network Printer Support

• Troubleshoot and resolve network printer issues, including setup, configuration, and connectivity problems.
  

Monitor Support

• Diagnose and resolve issues with user monitors, including display problems, connectivity issues, and hardware malfunctions.
  

IT Asset Management

• Track and manage IT assets, including allocation, returns, and disposal.
• Maintain accurate documentation and reporting related to IT inventory.
  

Break/Fix And Troubleshooting

• Diagnose and resolve hardware and software issues across desktops, laptops, printers, and network devices.
• Provide solutions for malfunctioning or damaged equipment and maintain detailed records within the ticketing system.