Provide end-user support for account provisioning, system maintenance, software updates, antivirus management, and device imaging.
Troubleshoot and resolve hardware and software issues across Windows and macOS environments.
Perform break/fix support for desktops, laptops, mobile devices, printers, copiers, conference room technology, phone systems, and other IT equipment.
Support remote users utilizing remote access and collaboration tools.
Manage and prioritize support requests through the IT ticketing system, ensuring timely resolution and communication.
Follow established standard operating procedures (SOPs) and escalate complex technical issues when appropriate.
Support mobile devices across iOS and Android platforms.
Assist with VPN connectivity, network troubleshooting, and wireless connectivity issues.
Build and maintain professional relationships with employees at all levels, including executive leadership.
Utilize AI-powered tools to improve troubleshooting efficiency, automate routine tasks, and enhance service delivery.
Contribute to process improvements and documentation to support operational excellence.

Minimum 5 years of hands-on IT Service Desk, Desktop Support, or Help Desk experience.
Strong customer service orientation with excellent communication and interpersonal skills.
Recent experience supporting: Windows 11, macOS, Google Workspace, Microsoft Active Directory.
Experience with: System imaging and deployment, VPN support, Basic networking and connectivity troubleshooting, Wireless networking (802.11 standards).
Knowledge of PC, Mac, and mobile device hardware.
Experience supporting remote employees using tools such as Microsoft Remote Desktop, Zoom, or similar remote support platforms.
Strong analytical and problem-solving skills with the ability to work independently and manage multiple priorities.
Preferred Qualifications: Experience leveraging AI-driven tools such as Microsoft Copilot, Google Gemini, or similar technologies for troubleshooting, scripting, automation, and workflow optimization.
Experience automating routine IT processes such as user onboarding, software deployment, and patch management.
Exposure to enterprise IT environments supporting global or distributed teams.

Service Desk Support Specialist

Key skills