Desktop Support Specialist

Position requires a motivated, self-starter with excellent customer service and communication skills, attention to detail and a logical and practical approach to problem solving.​ A team player, the Desktop Support Specialist is expected to share responsibility for day to day helpdesk functions.​ These responsibilities include the timely resolution of all incidents submitted to the helpdesk; documenting and tracking the progress of all issues through to the resolution stage or to the developmental submission stage; appropriately escalating issues to the next level.​ The ideal person should be comfortable supporting incidents ranging from level 1 to level 3, also providing him/​her with the opportunity to learn and grow within the role.​ The candidate should also be capable of accomplishing company goals by accepting ownership for varying requests and exploring new opportunities to add value to the company.


  • Receive and thoroughly log incidents reported via Connectwise case management
  • system.
  • Track and escalate problems through to successful completion and follow up.
  • Assist in the development and maintenance of departmental standard operating procedures and documentation including continuous contributions to the knowledgebase
  • Provide Desktop support, hardware and software upgrades, troubleshooting and break-fix
  • Create and maintain up to date asset information
  • Provide LAN troubleshooting and problem resolution as required
  • Work with department managers and Information Systems staff to analyze and resolve problems associated with technical issues, and recommend solutions
  • Provide after hours support on a rotation schedule and on call
  • Provide technical support of desktop hardware related issues (Laptop, Desktops and Tablet PC’s)
  • Support and troubleshoot VPN remote access, wireless adapters and broadband connections
  • Support and troubleshoot of Blackberry handheld devices
  • Support and troubleshoot of Cisco VOIP phone system

Ideal Education / Qualifications

  • BS or BA in Computer Science or MIS
  • MCSE /​ MCP / A+​ Certification
  • Knowledge of, TCP/​IP, DHCP, DNS
  • ITIL or COBiT Certification a Plus

​Ideal Experience

  • Experience with Labtech and Connectwise
  • Experience with desktop imaging process and process automation
  • Solid knowledge of MS Office 2010/​2007/​2003
  • Solid configuration, support and troubleshooting skills for desktop operating systems (DOS and Windows XP /​ 7)
  • Three years Help Desk or other IT Operations experience
  • Working knowledge of Windows 2000/​2003/​2008, Active Directory, and Exchange 2003/​2010
  • Working knowledge of TCP/​IP, networking and telecommunications


  • Excellent follow up and follow through for all issues and responsibilities
  • Intuitive problem solver
  • Knowledge and capabilities surrounding IT Security and IT Security Technologies
  • Fluent oral and written communication abilities and seasoned negotiation skills
  • Basic PowerShell and/​or PowerGUI scripting Skills for Desktop Automation


  • Ability to communicate with employees at all levels of the organization in a professional manner
  • Proactive approach towards monitoring and managing the enterprise environment
  • Ability to multitask and set priorities in a dynamic and fluid environment
  • Ability to work with in the confines of company’s security standards, process and procedure
  • Concise and thorough incident documentation capabilities
  • Customer service acumen
  • Strongly demonstrate ability to service customer needs quickly and accurately