Desktop Support Specialist

Location and Timings India – Remote EST Hours Responsibilities: - Provide friendly, customer‑focused level 2 support with clear communication and thorough follow‑through to confirmed resolution of all support requests. - Identify, analyze, and diagnose technical issues while providing customers with timely updates and accurate estimated resolution times. - Escalate unresolved support requests to the appropriate technicians in accordance with established procedures and SLAs. - Maintain accurate tracking of hardware and software assets using asset‑management tools and adhering to lifecycle and inventory best practices. - Monitor Service Desk ticket queues to ensure timely response, proper categorization, and assignment across the IT team. - Develop and complete small IT projects; create, update, and maintain process and procedure documentation as needed. - Support Microsoft Teams conference rooms, ensuring reliable meeting room functionality and assisting users with audio, video, and room system issues. - Apply and support Windows security baselines, BitLocker, and device compliance policies to maintain secure and compliant endpoint configurations. - Adhere to SOC 2 compliance requirements, including secure handling of systems, data, and change‑control practices. - Collaborate with Desktop Support Specialists, Systems Administrators, and other IT teams to resolve complex or escalated issues. - Proactively identify recurring support issues and recommend process, documentation, or system improvements. Requirements: Education: Bachelor’s degree in computer science required but not mandatory. Work Experience: 3-5 years of hands-on experience in service desk, desktop support within a professional environment. Technical Skills (Preferred) - Desktop and Laptop hardware; workstation accessories - Strong remote troubleshooting skills - Windows 11 / Mac OS - Antivirus management - O365 administration and troubleshooting - ITSM/ITIL-based ticketing systems – Preferably ServiceNow - iOS & Android device support - Basic Network knowledge - Printer troubleshooting - Active Directory fundamentals and basic administration - Basic understanding of Office 365 Administration - Remote support tools (e.g., Bomgar) Additional Skills - Strong verbal and written communication skills - Excellent customer service mindset - Ability to work collaboratively and manage multiple priorities The ideal candidate works well independently with minimal supervision, is a strong team player, eager to learn, hard-working, flexible, and able to provide quality support.

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