Desktop Support Specialist Level 3

The Desktop Support Specialist Level 3 is responsible for delivering high-quality technical support to end users across the organization’s large, corporate enterprise., This role ensures the smooth operation of desktops, laptops, peripherals, and meeting technologies, with a strong emphasis on customer service, responsiveness, and technical excellence., n \n

• Provide technical support to end users on the standard operation of core systems, including hardware, software, and peripherals. \n

• Diagnose and resolve issues with laptops, desktops, printers, mobile devices, and other IT equipment. \n

• Maintain and meet individual service level agreements (SLAs), quality targets, and customer satisfaction objectives. \n

• Communicate technical information clearly and effectively to both technical and non-technical audiences. \n

• Document support activities, resolutions, and maintain accurate records in ticketing systems. \n

• Collaborate with other IT teams to escalate and resolve complex issues. \n

• Perform other duties as assigned based on evolving business needs. \n

• Strong communication skills - verbal, written, and interpersonal. \n

• Proven experience with 2-4+ years in a customer service-oriented technical support role in a corporate setting. \n

• Demonstrated ability to troubleshoot and resolve hardware and software issues. \n

• Experience in a fast-paced, corporate IT environment. \n

• Familiarity with networking fundamentals, including Wi-Fi, VPNs, and remote access tools. \n

• Proficiency in supporting Microsoft Windows OS, M365 apps and Office applications, and desktop/laptop hardware. \n

• Familiarity with mobile device support. \n, * Strong work ethic and reliable, punctual attendance. \n

• Ability to exercise sound judgment and make decisions independently. \n

• Strong organizational skills and attention to detail. \n

• Effective written and verbal communication skills \n

• Deadline driven with the ability to track multiple tasks simultaneously. \n

• Adaptable to shifting priorities \n, * Experience with ITIL-based support processes and ticketing systems (e.g., ServiceNow).