Job description
Position Summary
The Desktop Support Specialist provides hands‑on technical support to end users for desktop, laptop, peripheral, and basic network issues. This role focuses on incident resolution, troubleshooting, and user assistance to ensure reliable day‑to‑day technology operations. The position is primarily operational and customer‑service oriented.
Essential Job Functions The following duties are essential functions for purposes of the ADA and FLSA classification: Technical Support & Troubleshooting
- Provide Tier 1–2 desktop support for hardware, operating systems, standard business applications, printers, mobile devices, and peripherals.
- Diagnose and resolve user issues related to Windows 10 and 11 , Microsoft 365, email, VPN, and common enterprise applications.
- Install, configure, and maintain desktop and laptop systems, monitors, and accessories.
- Perform basic network troubleshooting (connectivity, Wi‑Fi access, device mapping). User Support & Service Delivery
- Respond to service desk tickets and walk‑up requests in accordance with SLAs.
- Document issues, resolutions, and procedures in the IT ticketing system.
- Educate end users on proper use of systems, security practices, and standard tools.
- Escalate complex issues to senior IT staff or vendors as appropriate. Asset & Systems Management
- Track IT assets (hardware/software inventory).
- Assist with onboarding/offboarding tasks (equipment setup, access provisioning/de‑provisioning under direction).
- Apply updates, patches, and basic security configurations per established policies. Compliance & Security
- Follow company IT, security, and data‑privacy policies.
- Report security incidents or suspected breaches promptly.
- Support audits or internal reviews by providing documentation when requested. Other Duties
- Perform other related duties as assigned within the scope of desktop support. Maintain accurate records of incidents, solutions, and asset inventory Support IT infrastructure moves, adds, and changes (MAC activities) Required Qualifications Associate degree in Information Technology or related field or equivalent practical experience . 1–3 years of experience in desktop or technical support. Working knowledge of: Windows operating systems Microsoft 365 / Outlook Hardware troubleshooting and peripheral devices Strong customer service and communication skills. Ability to lift and move IT equipment (typically up to 30–40 lbs).
Preferred Qualifications
CompTIA A+, Network+, or similar certifications. Experience with IT ticketing systems (e.g., Service. Now, Jira, Freshservice). Familiarity with basic Active Directory or device management tools. Work Environment & Schedule On‑site support in an office environment, Monday through Friday 8am to 5pm at Canton, MI Office May require occasional after‑hours or weekend support.
Position requires regular attendance and interaction with employees. Overtime and Timekeeping This position is classified as Non‑Exempt under the Fair Labor Standards Act (FLSA), which require to accurately record all time worked and comply with the Company’s timekeeping and overtime approval policies. Unauthorized overtime may result in corrective action; however, all overtime worked will be compensated in accordance with the law.