Desktop Support Specialist #999881
Dexian, Tampa, FL, United States
The Desktop Support Technician provides Level 1 and Level 2 technical support to end users across a global enterprise environment. This role is customer‑facing and responsible for resolving technical incidents and service requests related to end‑user computing, virtual desktops, mobile devices, telephony, and peripherals, while adhering to defined SLA and risk control standards.
Support is delivered through in‑person support, phone, email, and remote access tools, with escalation to Level 3 teams as needed. The technician will work within an enterprise ITSM framework, documenting all activity in ServiceNow.
Key Responsibilities
End‑User Support & Incident Management
Provide prompt and accurate Level 1 and Level 2 support for:
Desktop and laptop hardware
Windows operating systems and environments
Mobile devices (BYOD and corporate‑owned)
Telephony and collaboration tools
Printers and peripheral devices
Network connectivity issues
Resolve incidents via in‑person support, phone, email, and remote sessions.
Log, track, update, and resolve incidents and service requests in ServiceNow, ensuring adherence to SLA requirements.
Escalate complex or unresolved issues to appropriate Level 3 teams with proper documentation.
Support Windows workstations and the Microsoft Office 365 suite.
Provide strong support for Apple technologies, including:
macOS
iPhones, iPads, and Macs
Perform user account administration tasks using Active Directory.
Support virtualization platforms such as VMware and Citrix.
Assist with secure access technologies, including PingID and Zscaler.
Utilize remote support tools such as Bomgar.
Document all troubleshooting steps, resolutions, and communications clearly and thoroughly.
Contribute to continuous improvement of desktop support processes and knowledge documentation.
Assist during outages or service interruptions to restore user productivity.
Follow IT risk, compliance, and control procedures as part of daily responsibilities.
Demonstrate strong root‑cause analysis skills when diagnosing issues.
Required Qualifications
3+ years of experience in Desktop Support / End‑User Support.
Bachelor’s degree preferred, or equivalent professional experience.
Desktop and laptop hardware support
Windows OS and Office 365
Active Directory (user and device administration)
ServiceNow (ticketing / ITSM)
Remote support tools (e.g., Bomgar)
Basic networking concepts (TCP/IP)
Printer and peripheral troubleshooting
Familiarity with:
LAPS UI
PingID
Zscaler
Customer Service Excellence: Professional, empathetic, and solutions‑focused support delivery.
Communication: Strong verbal and written communication skills.
Problem Solving: Analytical thinking with a root‑cause mindset.
Collaboration: Effective team collaboration in a global enterprise environment.
Adaptability: Comfortable working in a fast‑paced, evolving IT environment.
Process Discipline: Follows procedures while continuously looking for improvement opportunities.
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Support is delivered through in‑person support, phone, email, and remote access tools, with escalation to Level 3 teams as needed. The technician will work within an enterprise ITSM framework, documenting all activity in ServiceNow.
Key Responsibilities
End‑User Support & Incident Management
Provide prompt and accurate Level 1 and Level 2 support for:
Desktop and laptop hardware
Windows operating systems and environments
Mobile devices (BYOD and corporate‑owned)
Telephony and collaboration tools
Printers and peripheral devices
Network connectivity issues
Resolve incidents via in‑person support, phone, email, and remote sessions.
Log, track, update, and resolve incidents and service requests in ServiceNow, ensuring adherence to SLA requirements.
Escalate complex or unresolved issues to appropriate Level 3 teams with proper documentation.
Support Windows workstations and the Microsoft Office 365 suite.
Provide strong support for Apple technologies, including:
macOS
iPhones, iPads, and Macs
Perform user account administration tasks using Active Directory.
Support virtualization platforms such as VMware and Citrix.
Assist with secure access technologies, including PingID and Zscaler.
Utilize remote support tools such as Bomgar.
Document all troubleshooting steps, resolutions, and communications clearly and thoroughly.
Contribute to continuous improvement of desktop support processes and knowledge documentation.
Assist during outages or service interruptions to restore user productivity.
Follow IT risk, compliance, and control procedures as part of daily responsibilities.
Demonstrate strong root‑cause analysis skills when diagnosing issues.
Required Qualifications
3+ years of experience in Desktop Support / End‑User Support.
Bachelor’s degree preferred, or equivalent professional experience.
Desktop and laptop hardware support
Windows OS and Office 365
Active Directory (user and device administration)
ServiceNow (ticketing / ITSM)
Remote support tools (e.g., Bomgar)
Basic networking concepts (TCP/IP)
Printer and peripheral troubleshooting
Familiarity with:
LAPS UI
PingID
Zscaler
Customer Service Excellence: Professional, empathetic, and solutions‑focused support delivery.
Communication: Strong verbal and written communication skills.
Problem Solving: Analytical thinking with a root‑cause mindset.
Collaboration: Effective team collaboration in a global enterprise environment.
Adaptability: Comfortable working in a fast‑paced, evolving IT environment.
Process Discipline: Follows procedures while continuously looking for improvement opportunities.
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