Desktop Support Specialist Job Description
The Desktop Support Specialist plays a crucial role in ensuring seamless IT operations at our Sydney, NSW location. This position is responsible for providing technical support and operational oversight of end-user computing, infrastructure, and site IT services.
Key Responsibilities:
* Provide onsite and remote IT support for desktops, laptops, mobile devices, iPads, printers, and other peripherals.
* Manage IMAC (Install, Move, Add, Change) services for hardware and software, ensuring efficient deployment and configuration.
* Offer Break/Fix support, troubleshooting, and resolving issues related to hardware, software, networks, and applications.
* Deliver remote support for users working from different locations, ensuring minimal downtime.
* Work with users to file complaints and escalate lost or damaged device issues as needed.
* Collaborate with the support team to set up local printers.
* Assist users via desk phones and Intune Enrollment.
Technical Requirements:
* Excellent all-round knowledge of Windows Desktop Operating Systems, with recent support experience in Windows 10 and 11.
* Imaging and reimaging of laptops.
* Device provisioning and de-provisioning, ensuring proper setup, configuration, imaging, and decommissioning.
* Maintaining and updating the IT asset inventory for desktops, laptops, printers, and network devices at the site.
* Coordinating with local vendors to obtain quotes for new devices and working with procurement teams to release purchase orders.
Infrastructure & Network Support:
* Providing technical support for local IT infrastructure, including servers, LAN switches, and corporate mobile devices.
* Coordinating with network teams to resolve connectivity issues and ensure business continuity.
* Working with vendors and internal teams to upgrade legacy hardware.
* Assisting the server team hands-on for any hardware-related support needed.
* Providing technical support for video conferencing systems.
* Working closely with vendors to ensure smooth operation and maintenance of video conferencing tools.
* Supporting voice solutions, including desk phones, softphones, and VoIP systems, ensuring seamless communication.
* Working with offshore and service desk teams to ensure timely resolution of IT requests and incidents.
* Creating and managing support tickets with vendors like HP, Microsoft, and other third-party service providers when required.
Role Expectations & Required Skills:
* Very good English-speaking skills to communicate effectively with global teams and stakeholders.
* Excellent customer service skills and ability to communicate technical issues in non-technical terms.
* Strong troubleshooting and problem-solving skills with L2 expertise.
* Ability to handle service requests and issue resolution in a fast-paced environment.
* Strong documentation skills and ability to maintain IT asset records.
* Familiarity with vendor management, procurement, and contract handling.
Become a part of our team and take on this challenging role!