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Role Overview
The Desktop Support Specialist L1 provides first-line technical support to end-users, ensuring smooth operation of desktops, laptops, mobile devices, and workplace IT services. The role focuses on troubleshooting, incident resolution, request fulfillment, and escalating issues when needed.
Key Responsibilities
* Provide first-level technical support for hardware, software, printers, network connectivity, and user account issues.
* Handle incidents and service requests via ticketing systems such as ServiceNow / Jira / Remedy.
* Perform basic troubleshooting of Windows 10/11, MS Office/O365, VPN, Wi-Fi, and common applications.
* Assist with user onboarding/offboarding (account creation, access setup, permissions, distribution lists).
* Support Active Directory tasks (password reset, account unlock, group memberships).
* Install, configure, and update workstations, laptops, and peripherals.
* Perform basic network checks (LAN/WAN connectivity, IP configuration, patch cables).
* Provide remote support using tools such as Teams, AnyDesk, TeamViewer, SCCM, or Intune.
* Maintain asset inventory, documentation, and ensure company IT policies are followed.
* Escalate complex issues to L2 support/team leads when required.
* Support basic AV equipment, meeting rooms, and conference setups.
* Ensure high customer satisfaction with professional communication.
Required Skills
* Strong understanding of Windows OS, O365, Outlook, Teams.
* Basic knowledge of Active Directory, network fundamentals (DNS/DHCP), VPNs.
* Familiarity with SCCM/Intune for software deployment.
* Ability to troubleshoot laptops, desktops, printers, and peripherals.
* Good communication and customer service skills.
Seniority Level
Entry level
Employment Type
Full-time
Job Function
Information Technology
Industries
IT Services and IT Consulting
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