IT Desktop Support Specialist (Contractor Role)

Job Summary:

The IT Desktop Support Specialist is responsible for providing technical assistance and support to end-users for hardware, software, and network-related issues. This role exists to ensure the smooth operation of computer systems and to minimize downtime by quickly resolving technical problems. The specialist installs, configures, troubleshoots, and maintains desktops, laptops, peripherals, and other IT equipment. Additionally, they assist in maintaining IT documentation and work closely with other IT team members to support organizational goals. The role is responsible for ensuring IT tickets are worked per the agreed upon SLAs. Strong problem-solving skills, customer service orientation, and a foundational understanding of enterprise IT environments are key to success in this position.

There is a requirement to support business users based out of India and in APAC with varying shifts and schedules and thus have the flexibility to support them.

Roles and Responsibilities:

Provide Technical Support to End-Users

Deliver first-line support for hardware, software, and peripheral issues, ensuring prompt and effective resolution to minimize downtime and maintain productivity.

Install, Configure, and Maintain IT Equipment

Set up desktops, laptops, printers, and other hardware; install and update operating systems and approved software applications according to company standards.

Troubleshoot Network and Connectivity Issues

Identify and resolve basic network problems related to wired and wireless connections, VPN access, and networked devices in collaboration with the broader IT team.

Maintain IT Inventory and Documentation

Track IT assets, manage inventory levels, and update records related to hardware, software licenses, and support activities in alignment with internal processes.

Support Onboarding and Offboarding Processes

Set up user accounts, configure workstations, and ensure appropriate access and security settings for new hires and departing employees, following organizational protocols.

Education and Experience

• Bachelor’s Degree: In Computer Engineering, Information Technology, or a related field.
• Certifications such as ITIL Foundation, Cisco, CompTIA Certification are preferred.
• Strong communication and interpersonal skills with a customer-first mindset.
• Ability to manage multiple tasks and priorities in a fast-paced environment.
• Ability to maintain detailed records for IT support documentation.
• Familiarity with Mobile device Management (MDM) tools like Intune or AirWatch for managing iOS and Android devices.
• Working experience with IT service management frameworks and ticketing systems (e.g. ServiceNow, Jira) is a plus. Associates degree or higher in computer science, information technology, or related field, or equivalent work experience.
• 3+ year experience in a desktop support or IT help desk role.

Skills

• Proven experience in Desktop Services/technical support.
• Solid understanding of Windows OS (Windows 10/11), Office 365, and common business applications.
• Working knowledge of VPN technologies and basic networking concepts (IP, DNS, DHCP).
• Experience with system imaging, configuration, and software deployment tools (SCCM).
• Experience with Remote Support Tools like TeamViewer, Remote Desktop or similar technologies.
• Knowledge of IT security protocols, antivirus software, and data protection best practices.
• Experience with managing and troubleshooting peripherals like printers, scanners, and docking stations.
• Strong verbal and written communication skills to effectively interact with users.
• Ability to handle user issues with patience and professionalism.
• Analytical skills to diagnose and resolve technical problems efficiently.
• Capability to prioritize tasks and manage multiple support requests simultaneously.
• Willingness to learn new technologies and adapt to changing IT environments.
• Proficiency in maintaining accurate records of support tickets, resolutions, and system configurations