Desktop Support Specialist

We are looking for a Desktop Support Technician with experience providing end-user technical support, managing user accounts, troubleshooting desktop issues, and supporting Windows-based environments. The ideal candidate should have hands-on experience with Active Directory, account creation, password resets, account unlocks, access permissions, and IT service desk ticketing systems. Key Responsibilities

• Provide Level 1 and Level 2 desktop support to end users.
• Create, modify, disable, and delete user accounts in Active Directory.
• Perform password resets, unlock locked accounts, and troubleshoot login issues.
• Manage user access, security groups, and basic permissions.
• Support Microsoft 365, Outlook, Teams, printers, laptops, desktops, and other peripherals.
• Troubleshoot Windows operating system, hardware, software, and network connectivity issues.
• Assist with user onboarding and offboarding, including account setup and access removal.
• Configure desktops, laptops, and user profiles.
• Troubleshoot VPN, Wi-Fi, email, and application access issues.
• Log, update, prioritize, and resolve incidents and service requests using ServiceNow, Jira, or another ticketing tool.
• Escalate complex technical issues to Level 2/Level 3 support teams.
• Follow IT security policies, access control procedures, and documentation standards.

• Experience in Desktop Support, IT Help Desk, or Service Desk.
• Hands-on experience with Active Directory (AD).
• User account creation, modification, and deactivation.
• Password resets and account unlocks.
• Security group membership and access permissions.
• Windows 10/11 troubleshooting.
• Microsoft 365, Outlook, and Teams support.
• Basic networking knowledge: TCP/IP, DNS, DHCP, VPN, and Wi-Fi.
• Ticketing tools such as ServiceNow, Jira, or Remedy.
• Good communication and customer service skills.

Preferred Qualifications

• Experience with Microsoft Entra ID (Azure AD).
• Knowledge of Group Policy (GPO).
• Experience with Microsoft Intune or SCCM/MECM.
• Basic understanding of MFA and multi-factor authentication.
• Experience supporting employee onboarding and offboarding.
• Relevant IT certifications such as CompTIA A+ or Microsoft certifications.

Experience 2 4 years of experience in Desktop Support, IT Support, Help Desk, or Service Desk is preferred. Education Bachelor’s degree, associate degree, or relevant technical certification in IT, Computer Science, or a related field.

SFE