Desktop Support Specialist

Role Overview

The Desktop Support Specialist is positioned in Toronto and is responsible for providing comprehensive support across desktops, laptops, mobile devices, and peripherals. The role emphasizes resolving both hardware and software issues within Windows and Mac environments, while ensuring smooth network connectivity and security compliance.

Key Responsibilities

• Deliver basic through advanced technical support for various computing devices and peripherals.
• Diagnose and rectify network connectivity challenges, including LAN, WAN, Wi-Fi, and VPN, escalating complex issues to specialized network teams as needed.
• Handle hardware/software installations, upgrades, and configuration tasks on Windows and Mac platforms.
• Support management of Active Directory, group policies, and user accounts.
• Manage OS imaging, deployment of software, and patching using management tools such as SCCM or Intune.
• Process incident and service request tickets efficiently within IT service management platforms like ServiceNow, ensuring timely resolution and proper documentation.
• Collaborate with infrastructure and application teams to support end-user computing initiatives.
• Provide hands-on support for data center equipment, network devices, and audiovisual systems.
• Maintain accurate IT asset inventory and comply with asset management protocols.
• Offer VIP-level support to ensure excellent customer satisfaction.

Qualifications and Skills Required

• More than eight years of practical IT support experience, ideally within enterprise or field service settings.
• Strong expertise in Windows and Mac operating systems, Microsoft 365 suite, as well as networking fundamentals such as TCP/IP, DNS, DHCP, and endpoint security.
• Experience utilizing remote support applications like GoTo, Bomgar, and TeamViewer, along with proficiency in ticketing platforms and hardware diagnostics.
• Competency with network diagnostic tools such as Wireshark, ipconfig, and tracert.
• Ability to work independently in field or dispatch capacities, effectively managing various priorities.
• Excellent communication and interpersonal skills to interact with users of diverse technical backgrounds.