Desktop Support Specialist L1

We are seeking a Desktop Support Specialist (Level 1) to provide first-level technical support for end users in a corporate environment. The ideal candidate will have experience supporting Windows and Mac systems, troubleshooting hardware and software issues, assisting with device deployments, and delivering excellent customer service.

The Desktop Support Specialist will be responsible for supporting end-user computing devices, resolving technical issues, managing support tickets, and ensuring a positive user experience., * Provide Level 1 technical support for desktops, laptops, mobile devices, printers, and peripherals.

• Troubleshoot hardware, software, operating system, and basic network connectivity issues.
• Support Windows 10/11 and macOS environments.
• Install, configure, and maintain desktop and laptop computers.
• Assist with workstation setups, device deployments, onboarding, and equipment refresh projects.
• Respond to support requests via ServiceNow, phone, email, and in-person support.
• Document, track, and update incidents and service requests within the ticketing system.
• Assist users with password resets, software installations, and general technical support.
• Support mobile devices and related peripherals.
• Perform basic hardware replacements and break-fix support.
• Maintain accurate inventory records for IT hardware and software assets.
• Escalate unresolved or complex issues to senior support teams as needed.
• Follow company IT policies, security standards, and operational procedures.

Do you have experience in macOS?, * 1-3 years of experience in Desktop Support, Help Desk, Technical Support, or a similar IT support role.

• Hands-on experience supporting Windows 10/11 and macOS.
• Familiarity with Microsoft 365 applications.
• Experience using ServiceNow or similar ticketing systems.
• Experience supporting desktops, laptops, printers, and mobile devices.
• Basic understanding of networking concepts including TCP/IP, DNS, DHCP, VPN, and Wi-Fi.
• Strong troubleshooting and analytical skills.
• Excellent customer service and communication skills.
• Ability to work independently and as part of a team.
• Strong organizational skills and attention to detail.

Preferred Qualifications

• Exposure to JAMF or other Mobile Device Management (MDM) tools.
• Basic knowledge of SCCM, Microsoft Intune, or endpoint management platforms.
• CompTIA A+, Microsoft Fundamentals, or similar technical certifications.
• Experience with imaging, deployment, and asset management processes.

Key Competencies

• Customer Service Excellence
• Technical Troubleshooting
• Communication Skills
• Team Collaboration
• Problem Solving
• Time Management
• Attention to Detail

Work Environment

• Fully onsite role in Little Rock, AR.
• Ability to provide deskside and walk-up support for end users.
• May require occasional lifting and movement of IT equipment.