About the Opportunity
Our client is seeking a Desktop Support Specialist to join their team in a fast-paced professional services environment. This role is ideal for someone who enjoys working directly with end users, troubleshooting a broad range of technical issues, and providing high-touch customer service to executives and business professionals.
The successful consultant will act as a key point of contact for day-to-day IT support, ensuring users receive timely and effective assistance across hardware, software, mobility, conferencing technologies, and workstation support. This role requires someone who can work independently, prioritize competing requests, and deliver a premium support experience.
Key Responsibilities
- Provide deskside and remote support for end users in a professional office environment.
- Troubleshoot and resolve hardware, software, printer, mobile device, and connectivity issues.
- Support Microsoft 365 applications, including Outlook, Teams, Word, Excel, PowerPoint, and OneDrive.
- Administer and troubleshoot Active Directory accounts, password resets, and access requests.
- Manage and resolve incidents through a ticketing system while maintaining detailed documentation.
- Set up, deploy, image, configure, and support Windows and Mac devices.
- Support conference room technology and assist with meeting room troubleshooting.
- Perform equipment installations, moves, additions, and changes (MAC activities).
- Escalate complex issues to appropriate support teams and follow through to resolution.
- Maintain a high level of customer service while supporting users across various business functions.
- Assist with asset management, inventory tracking, and hardware lifecycle activities.
Required Experience
- Experience providing hands-on IT support in a corporate or professional services environment.
- Strong experience troubleshooting printers, peripherals, mobile devices, and end-user applications.
- Advanced knowledge of Microsoft 365 and Active Directory.
- Experience working with ticketing systems such as ServiceNow, Jira Service Management, Freshservice, Zendesk, or similar platforms.
- Experience deploying, imaging, and supporting Windows devices.
- Exposure to Mac support in a business environment.
- Experience supporting conference room and collaboration technologies.
- Ability to independently research, troubleshoot, and resolve technical issues.
- Strong analytical and problem-solving skills.
- Excellent verbal and written communication skills.
- Proven ability to deliver exceptional customer service to end users at all levels of an organization.
Preferred Experience
- Experience supporting executive or VIP users.
- Exposure to enterprise collaboration tools and video conferencing platforms.
- Experience with hardware refreshes, workstation deployments, and office moves.
- Previous experience supporting users within consulting, legal, accounting, engineering, or other professional services organizations.
