Help Desk Support Specialist

Job Description:
Responsible for supporting and managing the desktop, laptop, and mobile devices, along with the software and applications used by end users. This role involves maintaining the end-user environment, ensuring performance, security, and stability, and providing technical support for hardware and software issues. The EUC Analyst collaborates with other IT teams to implement solutions, enforce policies, and improve the end-user experience.

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Provide Technical Support:
Diagnose, troubleshoot, and resolve hardware and software issues for desktops, laptops, and mobile devices, either remotely or on-site.

• Manage End-User Devices: Deploy, configure, and maintain desktops, laptops, mobile devices, and peripherals such as printers and scanners.

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Application Support:
Assist users with issues related to common applications (e.g., Microsoft Office 365, VPN, collaboration tools) and ensure software is up to date and functioning. Device Imaging and Deployment: Create, manage, and deploy standardized device images for new hardware rollouts or replacements.

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Security & Compliance:
Ensure that all end-user devices comply with security policies, including antivirus, patching, and encryption standards.

• Asset Management: Track hardware and software inventory, ensuring proper documentation, lifecycle management, and compliance with licensing agreements.

• Collaborate on IT Projects:
Work with infrastructure and other IT teams to support projects such as system upgrades, migrations, and deployments.

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User Training:
Provide end-user training and education on the use of systems, software, and IT policies.

• Vendor Liaison:
Collaborate with external vendors for hardware replacements, software procurement, and support escalations when necessary.

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Incident and Service Request Management:
Utilize ITSM tools (e.g., ServiceNow, JIRA) to log and track incidents, service requests, and changes according to ITIL processes.

Required Skills and Experience:

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Technical Expertise:
In-depth knowledge of Windows, macOS, and mobile operating systems (iOS/Android) along with experience in supporting hardware such as desktops, laptops, and mobile devices.

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Software Proficiency:
Strong understanding of common business applications like Microsoft Office 365, VPN, remote desktop applications, and endpoint management tools.

• Experience in Imaging & Deployment Tools:
Hands-on experience with SCCM, MDT, or similar tools for OS deployment and device imaging.

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IT Security Awareness:
Understanding of security policies, endpoint protection, and compliance standards (e.g., encryption, antivirus, patch management).

• Problem-Solving Skills:
Ability to diagnose and resolve technical issues efficiently, both remotely and in person.

• Communication Skills:
Excellent verbal and written communication skills for interacting with end users and IT teams.

• ITIL Awareness:
Familiarity with ITIL principles and experience with incident, problem, and change management processes.

o Strong knowledge of Windows and macOS operating systems.

• Experience troubleshooting hardware, software, and networking issues.

• Familiarity with remote desktop tools (e.g., TeamViewer, AnyDesk, Microsoft Remote Desktop).

• Basic understanding of ITIL principles and incident management processes.

• Excellent communication skills, both written and verbal.

• Ability to work independently and prioritize tasks effectively to the team members

Preferred Qualifications:

• Bachelor's degree in IT, Computer Science, or a related field.

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Certifications such as CompTIA A+, ITIL Foundation, Microsoft Certified: Modern Desktop Administrator, or similar.

• Experience with cloud platforms like Microsoft Azure or AWS.

• Knowledge of virtualization technologies (e.g., VMware, Citrix).

• Experience supporting Office 365, Active Directory, and VPN technologies.

Previous experience in a deskside or helpdesk support role.