DESKTOP SUPPORT SPECIALIST

<p><b><u>Location and Timings </u></b></p><p>India – Remote</p><p>EST Hours</p><p></p><p><b><u>Responsibilities:</u></b></p><ul><li>Provide friendly, customer‑focused level 2 support with clear communication and thorough follow‑through to confirmed resolution of all support requests.</li><li>Identify, analyze, and diagnose technical issues while providing customers with timely updates and accurate estimated resolution times.</li><li>Escalate unresolved support requests to the appropriate technicians in accordance with established procedures and SLAs.</li><li>Maintain accurate tracking of hardware and software assets using asset‑management tools and adhering to lifecycle and inventory best practices.</li><li>Monitor Service Desk ticket queues to ensure timely response, proper categorization, and assignment across the IT team.</li><li>Develop and complete small IT projects; create, update, and maintain process and procedure documentation as needed.</li><li>Support Microsoft Teams conference rooms, ensuring reliable meeting room functionality and assisting users with audio, video, and room system issues.</li><li>Apply and support Windows security baselines, BitLocker, and device compliance policies to maintain secure and compliant endpoint configurations.</li><li>Adhere to SOC 2 compliance requirements, including secure handling of systems, data, and change‑control practices.</li><li>Collaborate with Desktop Support Specialists, Systems Administrators, and other IT teams to resolve complex or escalated issues.</li><li>Proactively identify recurring support issues and recommend process, documentation, or system improvements.</li></ul><p></p><p><b><u>Requirements: </u></b></p><p><b>Education</b>: Bachelor’s degree in computer science required but not mandatory.</p><p></p><p><b>Work Experience</b>: 3-5 years of hands-on experience in service desk, desktop support within a professional environment.</p><p></p><p><b>Technical Skills (Preferred)</b></p><ul><li>Desktop and Laptop hardware; workstation accessories </li><li>Strong remote troubleshooting skills </li><li>Windows 11 / Mac OS</li><li>Antivirus management</li><li>O365 administration and troubleshooting</li><li>ITSM/ITIL-based ticketing systems – Preferably ServiceNow</li><li>iOS &amp; Android device support</li><li>Basic Network knowledge</li><li>Printer troubleshooting</li><li>Active Directory fundamentals and basic administration</li><li>Basic understanding of Office 365 Administration</li><li>Remote support tools (e.g., Bomgar)</li></ul><p><b>Additional Skills</b></p><ul><li>Strong verbal and written communication skills</li><li>Excellent customer service mindset</li><li>Ability to work collaboratively and manage multiple priorities</li></ul><p>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.</p>