Desktop Specialist

NOTE

THIS IS SHORT TERM 3 MONTHS FTE SUPPORT 3 DAYS A WEEK

AFTER ON DEMAND BACKFILL|| FREELANCE SUPPORT

Key

Respond to and resolve Tier 2 support requests escalated from Tier 1.

Provide hands-on support for desktops, laptops, printers, mobile devices, and other peripherals.

Troubleshoot OS, application, and network-related issues (Windows / Mac environments).

Install, configure, and update software and hardware as required.

Support Microsoft 365 applications, Active Directory, and other enterprise tools.

Handle user account setups, password resets, and permission / access issues.

Collaborate with other IT teams or vendors to resolve complex incidents.

Document all support activities in the ticketing system and follow escalation procedures.

Proven experience in Tier 2 desktop or end-user support roles.

Strong knowledge of Windows 10 / 11, MS Office 365, and standard IT tools.

Familiarity with ITSM platforms like ServiceNow or similar.

Good understanding of networking basics (TCP / IP, DNS, DHCP).

Excellent communication and customer service skills.

Ability to work independently and manage multiple support requests.