Desktop Support Specialist

About the role

The Desktop Support Specialist provides Tier 2 assistance to end‑users, handling a wide range of hardware and software issues. The role works closely with Tier 1 staff, IT teams and vendors to ensure smooth operation of desktops, laptops, printers and mobile devices.

Key responsibilities

• Respond to and resolve Tier 2 support requests escalated from Tier 1.
• Provide hands‑on support for desktops, laptops, printers, mobile devices and other peripherals.
• Troubleshoot operating system, application and network issues in Windows and macOS environments.
• Install, configure and update software and hardware as required.
• Support Microsoft 365 applications, Active Directory and other enterprise tools.
• Handle user account setups, password resets and permission/access issues.
• Collaborate with other IT teams or vendors to resolve complex incidents.
• Document all support activities in the ticketing system and follow escalation procedures.

Required profile

• Proven experience in Tier 2 desktop or end‑user support roles.
• Strong communication and customer‑service skills.
• Ability to work independently and manage multiple support requests.

Required skills

• Windows 10/11 operating systems.
• Microsoft 365 and Office 365 applications.
• Active Directory user and group management.
• ITSM platforms such as ServiceNow.
• Fundamental networking concepts (TCP/IP, DNS, DHCP).