Desktop Support Specialist

Geneo•Salt Lake City, UT

2d•$62,000 - $75,000•Hybrid

About The Position

The Desktop Support Specialist serves as a key IT resource for the U.S. organization, providing responsive, hands-on technical support to employees. This role troubleshoots and resolves end-user hardware, software, access, connectivity, and application-related issues; supports employee onboarding and offboarding; and provides Level 1 support for key business applications. Success in this position requires a strong customer-service mindset, effective technical troubleshooting skills, and the ability to take ownership of issues through resolution while coordinating with global IT teams and external vendors as needed.

Requirements

2–5 years of experience in Helpdesk, Service Desk, or a similar IT support role.
Strong hands-on knowledge of MAC and Windows-based PCs, laptops, hardware, software, peripherals, and desktop troubleshooting.
Basic understanding of networking and IT infrastructure concepts, including LAN/Wi-Fi, VPN, TCP/IP, DNS, and DHCP, with the ability to perform initial troubleshooting.
Basic experience with Active Directory / Entra ID, user accounts, permissions, access rights, and authentication-related issues.
Familiarity with Microsoft 365, OneDrive, and common enterprise tools.
Basic cybersecurity awareness, including the ability to recognize potential phishing, suspicious activity, compromised accounts, and endpoint security issues and escalate appropriately.
Strong customer-service orientation and interpersonal skills, with patience and the ability to communicate effectively with users at all levels and remain professional under pressure.
Proactive, hands-on, and self-driven mindset, with a strong sense of ownership and willingness to go beyond the immediate task to help resolve issues.
Curiosity and strong willingness to learn, develop technical knowledge, and adapt to new technologies, systems, and processes.
Strong troubleshooting, analytical, and problem-solving skills, with the ability to independently investigate issues and determine when escalation is required.
Ability to prioritize and manage multiple incidents and requests in a fast-paced environment and follow through to resolution.
Good verbal and written communication skills and the ability to work effectively with local and global IT teams.
Flexibility to provide occasional after-hours or weekend support when business needs require it.

Nice To Haves

Associate degree or higher in Information Technology, Computer Science, or a related field preferred; relevant hands-on experience may be considered in lieu of a degree.
Experience in a Helpdesk / Service Desk / Call Center environment is a plus.
Experience with IT ticketing or Service Desk systems is a plus.
Familiarity with SAP, Salesforce, ServiceMax, Enovia, or other enterprise applications is a plus.
Experience supporting Mac, iOS, Android, printers, meeting-room technology, and video-conferencing solutions is a plus.
Experience working in a global corporate environment is a plus.

Responsibilities

Provide responsive Level 1 (L1) IT support to employees through phone, remote-access tools, the ticketing system, and onsite assistance.
Own support requests from initial contact through resolution, including timely follow-up and escalation to Corporate IT teams or external vendors when appropriate.
Diagnose and resolve issues involving Windows and Mac computers, operating systems, software, hardware, printers, peripherals, and mobile devices.
Perform initial troubleshooting for network and infrastructure issues, including Wi-Fi, LAN, VPN, connectivity, and system access, escalating complex matters as needed.
Provide Level 1 support for Microsoft 365 and key business applications, including SAP, Salesforce, ServiceMax, Enovia, and other corporate systems.
Respond to potential security incidents, including phishing attempts, suspicious activity, compromised accounts, and endpoint security alerts, and promptly escalate them in accordance with Corporate Security procedures.
Administer user accounts, system access, permissions, and authentication, including IT-related onboarding and offboarding activities.
Install, configure, maintain, upgrade, and replace computers, software, hardware, and other IT equipment.
Provide technical support for printers, meeting-room technology, and enterprise video-conferencing systems.
Accurately document, prioritize, track, and update incidents and service requests within the IT ticketing system.
Proactively identify recurring or emerging technical issues, conduct initial investigations, and coordinate solutions with the appropriate IT teams.