Desktop Support Specialist
Job Summary
Job Description
The Desktop Support Specialist is responsible for providing helpdesk support to end-users, including diagnosing and repairing hardware and software issues. This role involves performing system maintenance, troubleshooting support requests, and analyzing system functionality. Key responsibilities include assisting customers with technical issues, performing remote troubleshooting, escalating unresolved problems, documenting issues and resolutions in a ticketing system, building computers, managing user accounts in Active Directory and O365, troubleshooting internal applications and operating systems, installing and maintaining network printers, and providing support for workstations and peripherals. The specialist will also be involved in imaging, configuring, deploying desktops/laptops, and creating technical documentation.
Must have:
- Provide Level 1 customer technical assistance
- Perform remote troubleshooting
- Build computers and laptops
- Manage user accounts (Active Directory, O365)
- Troubleshoot PC/Mac hardware and OS issues
- Install and maintain printers
- Image, configure, and deploy desktops/laptops
- Document procedures and create training materials
- 1-3 years of IT technical or support experience
- Experience with Active Directory and O365
- Knowledge of Windows OS and Office suite
- Knowledge of MAC OS and Apple devices
- Knowledge of mobile device configuration and VPN
- Experience with helpdesk/ticketing systems
- Excellent communication and interpersonal skills
- Ability to work independently and in a team
3 skills required
Job Details
The Desktop Support Specialist is primarily responsible for providing helpdesk support for client end-users. This hybrid role includes onsite or remote diagnosis and repair, performing planned system maintenance, and troubleshooting support requests and systems analysis, including consulting with users, to determine hardware, software, or system functional specifications. Hardware may include workstations, printers, servers, and phones. The ideal candidate demonstrates technical and troubleshooting skills, communication abilities, patience, problem-solving orientation, and computer proficiency.
What you will do:
- Assist as Level 1 contact for customers seeking technical assistance.
- Perform remote troubleshooting through diagnostic techniques and pertinent questions.
- Direct unresolved issues to the next level of support personnel.
- Record events and problems and their resolution in the ticketing system.
- Building computers and laptops per standard specifications.
- Follow-up and update customer status and information until resolved.
- Set up and manage various user accounts within Active Directory and O365, including new hires, terminations, and new group email accounts.
- Troubleshoot various issues related to internal custom applications, O365 software, as well general MAC and PC hardware or operating system issues.
- Install maintain local network printers to include firmware updates.
- Provide maintenance/replacement support for workstations, printers, scanners, and various peripherals.
- Image, configure and deploy desktops/laptops.
- Document internal procedures and create technical documentation and training materials pertaining to computer troubleshooting and usage.
- Perform other duties as required.
Background and Experience:
- Minimum 1-3 years of experience in an IT Technical or Support role.
- Some experience with Microsoft Active Directory and O365.
- Working knowledge of Windows Operating Systems and Office application suite.
- Working knowledge of MAC OS and Apple devices
- Knowledge of configuring mobile devices and assisting with connectivity/VPN issues.
- Working knowledge of using a helpdesk/ticketing system.
- Excellent written communication skills for technical documentation.
- Excellent interpersonal skills to interact with clients face-to-face and over the phone.
- Ability to work independently and as part of a team.
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About The Company
Ansira is the leading marketing platform for brands that operate in distributed ecosystems. By orchestrating the entire brand-to-local value chain, Ansira synchronizes global companies’ internal and external teams across channels, markets and regions. Ansira leverages AI-powered technology, vertical expertise, local insights and strategic partnerships to optimize marketing performance and empower partner growth at scale.
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