Desktop Support Specialist

TEKsystems•Nashville, TN

1d•$25 - $30•Onsite

About The Position

The IT Specialist I enables employees to use technology efficiently and securely. This role provides advanced Tier 1/Tier 2 technical support, performs deskside and remote troubleshooting, and ensures high-quality customer service. Responsibilities include installing, configuring, and maintaining endpoint hardware/software, assisting with local platforms (backups, servers, networks), and supporting collaboration technologies across the organization.

Requirements

Strong customer service skills with excellent interpersonal communication (phone, chat, email, and in person).
Hands-on troubleshooting experience (Tier 1/Tier 2) for Windows/macOS endpoints, printers, scanners, and common business apps.
Experience with endpoint imaging and deployment, driver/package installs, and baseline configuration.
Familiarity with identity/access topics (password resets, MFA guidance, account unlocks), network basics (DHCP/DNS, Wi-Fi), and printing.
Ability to document work clearly and consistently in IT tools; comfort following scripts/runbooks and contributing improvements.

Nice To Haves

Exposure to Microsoft 365 (Teams, OneDrive, Outlook/Exchange) administration at a basic support level.
Experience supporting Teams Rooms/AV setups and VoIP endpoints.
Basic understanding of backup checks, server health, and local network connectivity troubleshooting.

Responsibilities

Identify, triage, and resolve technical issues of moderate complexity for Windows/macOS endpoints, mobile devices, and peripherals.
Provide support for applications, systems, devices, and access issues (authentication/MFA, OneDrive, email, network shares, VPN, printing, etc.).
Document, track, and monitor work in approved IT systems/tools, including clear notes, root cause, and resolution steps.
Escalate incidents beyond scope to appropriate Tier 2/3 teams with complete technical context and reproduction steps.
Follow and contribute to SOPs, KB articles, and runbooks to improve first-contact resolution and consistency.
Install, configure, and support hardware such as desktops, laptops, VoIP phones, scanners, tablets, wireless handheld scanners, credit card terminals, label/signature pads, and printers.
Perform hardware configuration and deployment following organizational standards (imaging, asset tagging, driver packages, baseline apps, policies).
Execute refresh/decommission tasks (secure data handling, wipe/reimage, transfer of assets, disposal compliance).
Monitor performance of hardware/applications against benchmarks; provide remediation and feedback to management.
Assist with routine tasks, project work, and day-to-day support of onsite infrastructure (backup job checks, server health, basic network connectivity, patch validation).
Partner with central teams to coordinate changes, report local issues, and verify post-change success.
Maintain accurate inventory of personal computer devices (laptops/desktops) and peripherals (monitors, keyboards, docks, cables).
Perform receiving, staging, and kitting; update asset records (serials, locations, assigned users).
Reconcile stock regularly; identify shortages, surplus, and reorder points.
Support conferencing/collaboration technology: Microsoft Teams Rooms, telephony/VoIP, AV displays, cameras, microphones, and room PCs.
Provide meeting-time assistance (pre-checks, quick fixes, escalation) and maintain basic AV hygiene (firmware, cabling, labeling).
Assist users with new technology training and adoption (e.g., MFA, OneDrive, Self Service portals).
Create or update micro-guides and quick reference materials to improve self-service and reduce ticket volume.
Accept and deliver projects with clear work plans, milestones, and status updates.
Identify opportunities to simplify processes, reduce downtime, and improve user experience; propose changes with risk/benefit analysis.