Desktop Support Specialist

Location and Timings
India – Remote
EST Hours
Responsibilities:

- Provide friendly, customer‑focused level 2 support with clear communication and thorough follow‑through to confirmed resolution of all support requests.

- Identify, analyze, and diagnose technical issues while providing customers with timely updates and accurate estimated resolution times.

- Escalate unresolved support requests to the appropriate technicians in accordance with established procedures and SLAs.

- Maintain accurate tracking of hardware and software assets using asset‑management tools and adhering to lifecycle and inventory best practices.

- Monitor Service Desk ticket queues to ensure timely response, proper categorization, and assignment across the IT team.

- Develop and complete small IT projects; create, update, and maintain process and procedure documentation as needed.

- Support Microsoft Teams conference rooms, ensuring reliable meeting room functionality and assisting users with audio, video, and room system issues.

- Apply and support Windows security baselines, BitLocker, and device compliance policies to maintain secure and compliant endpoint configurations.

- Adhere to SOC 2 compliance requirements, including secure handling of systems, data, and change‑control practices.

- Collaborate with Desktop Support Specialists, Systems Administrators, and other IT teams to resolve complex or escalated issues.

- Proactively identify recurring support issues and recommend process, documentation, or system improvements.

Requirements:

Education : Bachelor’s degree in computer science required but not mandatory.

Work Experience : 3-5 years of hands-on experience in service desk, desktop support within a professional environment.
Technical Skills (Preferred)

- Desktop and Laptop hardware; workstation accessories

- Strong remote troubleshooting skills

- Windows 11 / Mac OS

- Antivirus management

- O365 administration and troubleshooting

- ITSM/ITIL-based ticketing systems – Preferably ServiceNow

- iOS & Android device support

- Basic Network knowledge

- Printer troubleshooting

- Active Directory fundamentals and basic administration

- Basic understanding of Office 365 Administration

- Remote support tools (e.g., Bomgar)

Additional Skills

- Strong verbal and written communication skills

- Excellent customer service mindset

- Ability to work collaboratively and manage multiple priorities

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.

Originally posted on Himalayas