Desktop Support Specialist
il y a 11 heures
Role Overview
The Desktop Support Specialist (L1) provides
first-line technical support
to end users, ensuring smooth operation of desktops, laptops, peripherals, and basic network services. This role focuses on
incident resolution, user assistance, and escalation
when required.
Key Responsibilities
- Provide
Level 1 technical support
via phone, email, chat, or in person - Diagnose and resolve
hardware, software, and basic network issues - Install, configure, and support
Windows/macOS operating systems - Support
Microsoft 365
(Outlook, Teams, OneDrive, Office apps) - Handle
user account management
(password resets, access requests) using Active Directory - Troubleshoot
printers, scanners, and peripherals - Assist with
desktop/laptop setup, imaging, and deployment - Log, track, and update incidents in the
ITSM/ticketing system - Follow
SOPs, SLAs, and escalation procedures - Escalate unresolved issues to
L2/L3 teams - Provide basic support for
LAN/Wi-Fi connectivity - Maintain asset inventory and documentation
Required Skills
- Basic understanding of
Windows OS / macOS - Knowledge of
Active Directory
(user accounts, groups) - Familiarity with
LAN/WAN, TCP/IP, DNS, DHCP - Experience with
ITSM tools
(ServiceNow, Jira, Remedy, etc.) - Good troubleshooting and communication skills
- Customer-focused attitude
Nice to Have
- Basic knowledge of
VPN, MFA, endpoint security - Exposure to
SCCM / Intune / MDM - IT certifications (ITIL Foundation, CompTIA A+, Microsoft Fundamentals)
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