Health & Wellness: Medical, dental, vision, HSA with company match, dependent care FSA, life & disability coverage, voluntary plans, legal/ID protection, pet insurance, EAP

Financial: 401(k) with company match, annual bonus based on company performance, referral bonuses, discounts, phone allowance; field roles: travel pay, per diem, company-paid lodging, and company vehicle (if applicable)

Time Off & Flexibility: Flexible PTO for salaried roles; starting at 15 days (PTO with 2 floating holidays) for hourly roles; paid holidays, floating holidays, parental leave, bereavement leave, and hybrid/remote options

Career Growth: Tuition reimbursement, annual professional development grants, online learning resources, leadership programs, and internal growth opportunities 

Additional Benefits: Recognition programs, scholarships and educational stipends for children, company paid sabbaticals and company outings with access to local events.

Note: benefits eligibility may be based on employment status, tenure, location, or other factors

The Desktop Support Specialist is responsible for delivering end-user and organizational support. The role ensures all incidents are analyzed, resolved, and properly documented within target SLAs.  This person will work with end users in varying mediums such as in person, over the phone, or via chat/email to resolve any technical issues that may be occurring. Complete end user hardware asset management including initial receiving, implementation, repair, and final destruction at the device’s end of life will be a part of day to day work.  As a member of the service desk team, the primary objective is to provide amazing customer service while resolving issues in a timely manner. 

Essential Duties and Responsibilities

• Troubleshoots and resolves IT issues via phone, web, email and in-person channels
• Provides ownership of end user problems from the time of report until it is completely resolved with a goal of minimizing overall working time while providing a great experience to the user
• Actively monitors ticket queues and ensures that all tickets are handled in accordance with our service delivery standards
• Escalates tickets proactively to process, system owners and management where necessary
• Proceeds in all activities with high levels of customer service in mind: timely, accurate, pleasant, and helpful with great communication
• Communicates regularly with employees to ensure that they understand how to access and request various IT services
• Maintains and demonstrates strong technical expertise in all relevant technologies
• Ensures normal day to day functionality of systems, networks and associated devices with minimal supervision from the appropriate owner/stakeholder
• Comfortably interfaces with vendors on an as needed basis for support or project activities
• Receive, catalog, and pre-provision new hardware assets
• Configure and fulfill hardware assets
• Manage destruction or return of hardware assets at end of life 
• Available for potential rotating after hours on-call services

Managerial Responsibility

• This position does not have direct reports.

Travel/Shift Requirements

• Minimal travel may be required
• Occasional work after normal business hours on an as needed basis

Physical Demands

• Ability pick lift, package, and carry IT end user equipment (approximately 30 lbs.).

Skills and Abilities Required

• Knowledge of Windows 10, Windows 11
• Knowledge of the Microsoft client-side suites
• Understanding of printers (network, local, label) – troubleshooting, installing, configuring
• Understanding of networking, DHCP, DNS, and Active Directory
• Ability to determine appropriate course of action for mid-level IT issues from end users
• Passion for customer service
• Team player
• Strong organizational, troubleshooting, and time management skills.

Education and Experience Required

• High School Diploma required, additional relevant education/certs preferred
• 1 year in a desktop support role or relevant experience.