Desktop Support Specialist

Location and Timings

India - Remote

EST Hours

Responsibilities:

• Provide friendly, customer-focused level 2 support with clear communication and thorough follow-through to confirmed resolution of all support requests.
• Identify, analyze, and diagnose technical issues while providing customers with timely updates and accurate estimated resolution times.
• Escalate unresolved support requests to the appropriate technicians in accordance with established procedures and SLAs.
• Maintain accurate tracking of hardware and software assets using asset-management tools and adhering to lifecycle and inventory best practices.
• Monitor Service Desk ticket queues to ensure timely response, proper categorization, and assignment across the IT team.
• Develop and complete small IT projects; create, update, and maintain process and procedure documentation as needed.
• Support Microsoft Teams conference rooms, ensuring reliable meeting room functionality and assisting users with audio, video, and room system issues.
• Apply and support Windows security baselines, BitLocker, and device compliance policies to maintain secure and compliant endpoint configurations.
• Adhere to SOC 2 compliance requirements, including secure handling of systems, data, and change-control practices.
• Collaborate with Desktop Support Specialists, Systems Administrators, and other IT teams to resolve complex or escalated issues.
• Proactively identify recurring support issues and recommend process, documentation, or system improvements.

Requirements:

Education: Bachelor’s degree in computer science required but not mandatory.

Work Experience: 3-5 years of hands-on experience in service desk, desktop support within a professional environment.

Technical Skills (Preferred)

• Desktop and Laptop hardware; workstation accessories
• Strong remote troubleshooting skills
• Windows 11 / Mac OS
• Antivirus management
• O365 administration and troubleshooting
• ITSM/ITIL-based ticketing systems - Preferably ServiceNow
• iOS & Android device support
• Basic Network knowledge
• Printer troubleshooting
• Active Directory fundamentals and basic administration
• Basic understanding of Office 365 Administration
• Remote support tools (e.g., Bomgar)

Additional Skills

• Strong verbal and written communication skills
• Excellent customer service mindset
• Ability to work collaboratively and manage multiple priorities

The ideal candidate works well independently with minimal supervision, is a strong team player, eager to learn, hard-working, flexible, and able to provide quality support.