Desktop System Technical Support Specialist
1 day ago
Job Role Summary
We are seeking a highly skilled Desktop Support Specialist to provide technical assistance and support to end-users experiencing issues with their desktop systems, software, and related technologies.
Main Responsibilities:
- Technical Support Services
- Offer remote technical assistance to end-users for desktop hardware, software, and network-related problems.
- Analyze and troubleshoot technical issues, including operating system errors, software malfunctions, and hardware failures.
- Resolve issues related to email, internet connectivity, and other desktop applications.
- System Configuration Management
- Assist in the setup, configuration, and maintenance of desktop systems, including operating systems, software applications, and peripheral devices.
- Carry out remote installations, upgrades, and patches to ensure systems are up-to-date and secure.
- Monitor system performance and implement solutions to optimize functionality.
- User Assistance and Training
- Guide users through step-by-step solutions, either over the phone, via email, or through remote desktop software.
- Provide training and support to users on new software, hardware, and IT policies.
- Create and maintain user documentation and FAQs to assist with common issues.
- Incident Management Process
- Log and track support requests using a ticketing system, ensuring timely resolution and follow-up.
- Escalate complex issues to higher-level support teams or vendors as necessary.
- Maintain detailed records of issues, resolutions, and user interactions.
- Data Security Measures
- Ensure all desktop systems comply with security policies and standards.
- Implement and enforce data security measures, including antivirus software and firewalls.
- Assist in the management of user accounts, permissions, and access controls.
Essential Qualifications:
- Education
- Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
- Work Experience
- Proven experience in a desktop support or technical support role, preferably in a remote capacity.
- Familiarity with remote desktop tools and support software (e.g., TeamViewer, Remote Desktop Connection).
- Technical Skills
- Proficient in Windows and macOS operating systems.
- Strong knowledge of Microsoft Office Suite and other common desktop applications.
- Understanding of networking concepts, including TCP/IP, DNS, and DHCP.
- Experience with Active Directory and user account management.
- Basic knowledge of hardware components and troubleshooting techniques.
- Soft Skills
- Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
- Strong problem-solving and analytical abilities.
- Ability to work independently and manage time effectively in a remote work environment.
- Customer-focused with a commitment to providing high-quality support.
Work Environment Details:
This role may require working in 24/7 shifts, including evenings, weekends, and holidays.
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