ITIL certified Desktop support

We are seeking a highly motivated and ITIL certified Desktop Support Specialist to join our dynamic IT support team. In this role, you will deliver exceptional technical support to end-users, ensuring seamless operation of desktops, laptops, mobile devices, and related hardware and software. Your expertise in troubleshooting, network management, and customer service will be vital in maintaining optimal IT infrastructure performance across the organization. This position offers an exciting opportunity to apply your technical skills in a fast-paced environment while contributing to the overall efficiency of our IT services., * Provide comprehensive technical support for desktop and laptop computers, including hardware repairs and software troubleshooting across Windows, macOS, and Linux operating systems.

• Manage user accounts and permissions using Active Directory and Group Policy Objects (GPO), ensuring security and compliance.
• Troubleshoot network connectivity issues related to LAN, TCP/IP protocols, DNS, VPNs, firewalls, and network devices such as Meraki and Cisco switches.
• Support and maintain computer hardware components, peripherals, mobile devices, and operating systems to ensure high availability.
• Utilize tools like SCCM (System Center Configuration Manager), BMC Remedy, ServiceNow, Jira, and Help Desk platforms to track incidents, manage requests, and document resolutions efficiently.
• Perform routine system updates, patch management, and software deployments to ensure security compliance using tools like SCCM.
• Assist with the administration of Microsoft Windows Server environments and Microsoft Office applications to optimize user productivity.
• Collaborate with network administration teams to monitor LAN performance and troubleshoot TCP/IP issues promptly.
• Support the setup and configuration of remote access solutions such as VPNs while maintaining firewall security protocols.
• Maintain detailed documentation of support activities, asset inventories, and incident reports to facilitate continuous improvement.

Do you have experience in macOS?, * Proven experience providing technical support in a desktop support or help desk environment with a strong focus on customer service excellence.

• Valid ITIL certification demonstrating knowledge of best practices in IT service management processes.
• Strong troubleshooting skills across hardware components, operating systems (Windows, macOS, Linux), and software applications including Microsoft Office suite.
• Hands-on experience managing computer networks involving LAN/WAN configurations, TCP/IP protocols, DNS management, VPN setup, firewalls (including Meraki), and network security measures.
• Familiarity with enterprise tools such as SCCM for software deployment; BMC Remedy or ServiceNow for incident management; Jira for issue tracking; Active Directory for user management; GPO for policy enforcement; DNS configuration; TCP/IP troubleshooting; and network administration principles.
• Knowledge of operating systems including Windows Server environments as well as macOS and Linux distributions.
• Ability to diagnose complex technical issues quickly through analysis skills while maintaining clear communication with end-users at all levels.
• Excellent organizational skills with attention to detail in documenting incidents and maintaining asset records.
• Strong communication skills enabling effective collaboration within cross-functional teams and providing clear guidance to end-users. Join us if you're passionate about delivering top-tier IT support that empowers users and enhances organizational productivity!