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, handling hardware and software issues, assisting with device deployments, and delivering excellent customer service.

The Desktop Support Specialist will be responsible for troubleshooting desktop-related issues, supporting end-user devices, managing 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 new hire onboarding, workstation setup, and device deployments.
• 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, application installations, and basic troubleshooting.
• Support mobile devices and peripheral equipment.
• Perform basic hardware replacements and break-fix activities.
• Maintain inventory records for hardware and software assets.
• Escalate complex issues to senior support teams when required.
• Follow company security policies and IT procedures.

Do you have experience in macOS administration?, * 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.
• Basic knowledge of Microsoft 365 applications.
• Familiarity with ServiceNow or similar ticketing systems.
• Experience supporting desktops, laptops, printers, and mobile devices.
• Basic understanding of networking concepts including TCP/IP, DNS, DHCP, and Wi-Fi connectivity.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and customer service skills.
• Ability to work independently and within a team environment.
• Strong organizational and documentation skills.

Preferred Qualifications

• Exposure to JAMF or other MDM tools.
• Basic knowledge of SCCM, Microsoft Intune, or endpoint management solutions.
• CompTIA A+, Microsoft Fundamentals, or similar certifications.
• Experience with hardware imaging, deployment, and asset management.

Key Competencies

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

Work Environment

• Fully onsite role in Bryan, TX.
• Ability to provide deskside and walk-up user support.
• May require occasional lifting and movement of IT equipment.