Desktop Support Specialist
About The Position
The Desktop Support Specialist plays a critical role in ensuring seamless technology operations across the Urology of Virginias network. As the primary point of contact for end-user IT support, this position is responsible for providing timely, effective resolution to technical issues across a diverse range of devices and systems. The ideal candidate will be proactive, detail-oriented, and adept at balancing technical expertise with strong customer service in a fast-paced, collaborative environment. This role ensures system reliability, enhances user productivity, and supports continuous improvement in IT service delivery.
Requirements
- Strong written, verbal, and interpersonal communication skills
- Experience with ticketing systems, time tracking, SLAs, and detailed documentation
- Hands-on experience configuring and troubleshooting Microsoft Windows 11, laptops, desktops, and mobile devices (iOS, Android)
- Proficient in troubleshooting printers, scanners, and other peripheral devices
- Practical experience with Active Directory management and user account administration
- Solid understanding of network troubleshooting and modern network topology principles
- Working knowledge of Microsoft Office Suite
- CompTIA A+ certification and/or CompTIA Network+ certification required
Nice To Haves
- Additional Microsoft or relevant technology certifications preferred
Responsibilities
- Respond to inbound support requests via phone, email, and other channels
- Resolve a high percentage of issues during first contact
- Install, configure, maintain, and upgrade end-user hardware, mobile devices (laptops, desktops, iPads, iPhones, Android devices), and peripheral equipment
- Troubleshoot and resolve hardware, software, and network connectivity issues
- Utilize and document all activities in the company’s ticketing system, including time entry and SLA tracking
- Evaluate network performance and recommend improvements
- Escalate complex issues efficiently while ensuring adherence to service level agreements
- Provide after-hours remote support as part of an on-call rotation
- Develop and maintain technical documentation for hardware/software installations, asset tracking, loaner equipment, RMA processes, and software licensing
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What This Job Offers
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
101-250 employees
