Desktop Support Specialist
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Skills
active directorycustomer servicedhcpdnsendpoint managemententra iderpgroup policyinventory managementit supportmesmicrosoft 365microsoft windowsnetworkingtcp/iptechnical supportticketing systemstroubleshooting
About the role
Description
The Desktop Support Specialist is responsible for providing technical support, troubleshooting, maintenance, and administration of end-user computing equipment and related technology across the organization. This role supports both office personnel and manufacturing operations, ensuring employees have reliable access to the hardware, software, network resources, and systems needed to perform their jobs efficiently. The position requires strong troubleshooting skills, excellent customer service abilities, and an understanding of the technology requirements of a manufacturing environment, including production-floor workstations, barcode scanners, label printers, and business-critical applications.
The Desktop Support Specialist works closely with the IT team and other departments to minimize downtime, resolve technical issues promptly, and maintain a secure and reliable computing environment.
Duties:
- Provide first- and second-level technical support for desktops, laptops, monitors, docking stations, printers, mobile devices, and other IT equipment.
- Diagnose, troubleshoot, and resolve hardware, software, operating system, and connectivity issues.
- Support users with Microsoft Windows, Microsoft 365 applications, email, collaboration tools, and other business applications.
- Respond to support requests through the IT ticketing system, phone, email, and in-person interactions.
- Document incidents, troubleshooting steps, resolutions, and recurring technical issues.
- Escalate complex problems to the appropriate IT team members or external service providers.
- Provide hands-on IT support for production-floor workstations, shared computers, barcode scanners, label printers, and other manufacturing-related technology.
- Troubleshoot technology issues affecting production, shipping, receiving, inventory management, and quality operations.
- Assist with the support of ERP, manufacturing execution, inventory, and other operational applications as assigned.
- Support the installation, configuration, and replacement of IT equipment in manufacturing and warehouse environments.
- Follow established procedures when working near production equipment and comply with facility safety requirements.
- Install, configure, deploy, and maintain computers, peripherals, operating systems, and approved software.
- Prepare equipment for new hires, transfers, and employee departures.
- Perform routine maintenance, updates, and upgrades in accordance with IT policies.
- Assist with user account administration, password resets, permissions, and access requests in accordance with established procedures.
- Identify and report potential security incidents, suspicious activity, and system vulnerabilities.
- Deliver professional, responsive, and customer-focused technical support to employees at all levels.
- Communicate technical information clearly to both technical and nontechnical users.
- Identify recurring issues and recommend improvements to reduce downtime and improve support efficiency.
- Provide schedule flexibility for planned maintenance, production needs, system upgrades, critical incidents, or after-hours on-call support when required.
Requirements
- Education and/or experience equivalent to a two-year degree in Information Technology, Computer Science, or a related field
- Two or more years of experience in desktop support, help desk support, or a related IT support role
- Working knowledge of Microsoft Windows operating systems and Microsoft 365 applications
- Experience troubleshooting desktop and laptop hardware, printers, peripherals, and common software issues
- Familiarity with basic networking concepts, including TCP/IP, DNS, DHCP, Wi-Fi, and network connectivity troubleshooting
- Strong customer service, communication, organizational, troubleshooting, and problem-solving skills
- Demonstrated successful oral and written communication skills, including the ability to explain technical information to nontechnical users
- Ability to document technical issues and maintain accurate support records
- Ability to prioritize multiple support requests based on business impact and urgency and work effectively under deadlines
- Ability to work independently while collaborating effectively with the IT team and other departments
- Ability to work across various departments and positions within the organization
- Ability to work in office, production, and warehouse environments and travel between company facilities as needed
- Experience supporting users in a manufacturing, distribution, warehouse, or industrial environment preferred
- Familiarity with ERP systems, manufacturing applications, inventory systems, barcode scanners, thermal label printers, shared production workstations, Active Directory, Microsoft Entra ID, Group Policy, endpoint management, remote support tools, and IT ticketing systems preferred
- Ability to lift and move computer equipment and peripherals weighing up to 40 pounds, with or without reasonable accommodation