Desktop Support Specialist

This is a fully remote position, open to applicants in India.

📋 Description

• Deliver friendly, customer-centric level 2 support by ensuring the resolution of support requests.

• Identify, analyze, and troubleshoot technical issues effectively.

• Keep customers informed with timely updates and accurate estimated resolution times.

• Escalate unresolved support requests following established procedures and service level agreements (SLAs).

• Manage hardware and software assets using asset-management tools, adhering to lifecycle and inventory best practices.

• Oversee Service Desk ticket queues to ensure prompt responses, proper categorization, and assignment.

• Develop and execute small IT projects.

• Create, update, and maintain documentation for processes and procedures.

• Provide support for Microsoft Teams conference rooms, addressing audio, video, and room system issues.

• Implement and support Windows security baselines, BitLocker, and device compliance policies.

• Comply with SOC 2 standards for secure systems, data management, and change-control practices.

• Collaborate with Desktop Support Specialists, Systems Administrators, and other IT teams.

• Recognize recurring support issues and propose improvements for processes, documentation, or systems.

⛳️ Requirements

• A Bachelor’s degree in computer science is preferred but not mandatory.

• 3-5 years of practical experience in service desk or desktop support in a professional setting.

• Proficient in desktop and laptop hardware as well as workstation accessories.

• Strong skills in remote troubleshooting.

• Familiarity with Windows 11 and Mac OS.

• Experience in antivirus management.

• Knowledge of O365 administration and troubleshooting.

• Experience with ITSM/ITIL-based ticketing systems, preferably ServiceNow.

• Support for iOS and Android devices.

• Basic understanding of networking concepts.

• Proficient in printer troubleshooting.

• Understanding of Active Directory fundamentals and basic administration.

• Basic knowledge of Office 365 administration.

• Experience with remote support tools, such as Bomgar.

• Strong verbal and written communication abilities.

• Excellent customer service attitude.

• Capacity to collaborate effectively while managing multiple priorities.

• Ability to work independently with minimal supervision.

• Eagerness to learn, a strong work ethic, flexibility, and commitment to providing quality support.

🏝️ Benefits

• Full-time employment.

• Remote work opportunity from India.

• Working hours aligned with EST.