Desktop Support Specialist

Overview

Desktop Support Specialist providing customer-focused Level 2 support for technical issues, including endpoint security, ticket handling, and meeting room support.

What you'll do

• Provide Level 2 desktop support with clear communication to resolution.
• Diagnose technical issues and provide timely updates with estimated resolution times.
• Escalate unresolved requests to appropriate technicians per procedures and SLAs.
• Track hardware and software assets using asset-management tools and lifecycle practices.
• Monitor Service Desk ticket queues for timely response, categorization, and assignment.
• Support Microsoft Teams conference rooms and troubleshoot audio/video/room systems.
• Apply and support Windows security baselines, BitLocker, and device compliance policies.

What you'll need

• 3-5 years of hands-on experience in service desk and desktop support.
• A bachelor’s degree in computer science (required but not mandatory).
• Experience with desktop and laptop hardware and workstation accessories.
• Strong remote troubleshooting skills.
• Working knowledge of Windows 11 or Mac OS antivirus management.
• O365 administration and troubleshooting experience.
• Knowledge of ITSM/ITIL-based ticketing systems (preferably ServiceNow).

Details

• Location: India (Remote) with EST hours.