Desktop Support Specialist

We're looking for a Desktop Support Technician. You'll be the first point of contact for end users, handling everything from routine requests to more complex troubleshooting, and working closely with our Systems Administrator. This is an in-office position, and you'll be supporting a hybrid workforce - troubleshooting issues in person for employees who are on-site and remotely for those working from home. This role is best suited to someone who's self-motivated, comfortable figuring things out without a lot of hand-holding, and able to stay calm and personable with users even when things get stressful. Technical ability matters, but how you handle people under pressure matters just as much.

What You'll Do

• Serve as the primary point of contact for all end-user IT support requests, from routine to complex
• Provide hands-on support for on-site employees and remote troubleshooting for hybrid/work-from-home employees
• Diagnose and resolve hardware issues on desktops, laptops, and peripherals (imaging, repairs, replacements)
• Troubleshoot and support Windows 11 OS issues, including performance, driver, and configuration problems
• Manage user accounts, licensing, and access within Microsoft 365 (Exchange Online, SharePoint, OneDrive, Entra ID/Azure AD)
• Support and troubleshoot Outlook, Word, Excel, PowerPoint, and other Microsoft 365 apps
• Support and troubleshoot RingCentral for calling, messaging, and meetings
• Troubleshoot network connectivity and printer/peripheral issues
• Document solutions and maintain accurate records in Jira
• Assist with onboarding/offboarding processes, including account provisioning and equipment setup
• Maintain and update internal knowledge base articles and SOPs

• Strong customer service skills - patient, personable, and composed under stress; able to explain technical issues in plain language to frustrated or non-technical users
• Self-motivated with the ability to work independently and figure things out without close supervision
• Experience in a desktop support or IT helpdesk role
• Solid working knowledge of Windows 11 troubleshooting
• Hands-on experience administering Microsoft 365 (Exchange Online, Entra ID, SharePoint, OneDrive)
• Experience with Active Directory / Entra ID user and group management
• Strong troubleshooting methodology
• Ability to lift/move equipment up to 60 lbs

Pulled from the full job description

• Professional development assistance
• Parental leave
• 401(k)
• Health insurance
• Retirement plan
• 401(k) matching
• Paid time off, * 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Retirement plan
• Vision insurance