Desktop Support Specialist

Infinity Natural Resources•Morgantown, WV

1d•Hybrid

About The Position

Join our growing team as a Desktop Support Specialist. As the first point of contact for technical issues in a dynamic organization, this role is essential to keeping our operations running smoothly. Your core responsibilities will include installing, maintaining, and troubleshooting all employee hardware, software, and peripherals. You will provide responsive, expert help desk support and ensure a seamless technical onboarding experience for both in-office and field personnel.

Requirements

Associate’s degree or technical certification (e.g., CompTIA A+, Microsoft Certified) in Information Technology or a related field with 2 years of experience in a help desk, IT support, or desktop technician role. Will consider four years of relevant, hands-on IT support experience in lieu of formal education/certification.
Proven foundational knowledge of Windows operating systems (Windows 10/11) and standard desktop applications (e.g., MS Office 365/Google Workspace).
Demonstrated ability to troubleshoot and resolve basic hardware, software, and network connectivity issues.
Strong verbal and written communication skills with the ability to clearly and patiently explain technical issues to non-technical users.
Excellent organizational and time management skills to efficiently prioritize and handle multiple requests simultaneously.
A proven customer service orientation with a professional and courteous demeanor, including the ability to maintain confidentiality and handle sensitive information.
Ability to work independently and collaboratively in a dynamic environment, coupled with a willingness to strictly follow standard operating procedures and technical documentation.

Nice To Haves

Familiarity with IT service management (ITSM) ticketing systems, asset tracking tools, remote support software, and/or IT Process Frameworks (e.g., ITIL)

Responsibilities

Provide timely and professional front-line support by responding to, resolving, and escalating help desk tickets and support requests.
Maintain clear and proactive communication with requesters and stakeholders regarding the status of open requests and issues.
Manage the full lifecycle of employee setups: Configure new user hardware, install software, and provision accounts/access according to company procedures.
Troubleshoot and promptly resolve hardware, software, and connectivity issues for a wide range of devices, including desktops, laptops, printers, and mobile devices.
Deliver first-level technical support for critical systems, including core business software, email platforms, and VPN connections.
Support employee transitions by assisting with onboarding and offboarding tasks such as basic orientation, account creation/disabling, and equipment deployment/recovery.
Contribute to IT operational efficiency by assisting with the accurate maintenance of the IT asset inventory.
Document solutions by developing knowledge base articles for routine support activities to empower users and other technicians.
Ensure procedural compliance by strictly adhering to Corporate and IT policies, standards, and SOPs, with a focus on Change, Problem, and Incident Management processes.
Actively participate in issue resolution and formal incident response activities.