Desktop Support Specialist

**Location and Timings** India – Remote EST Hours **Responsibilities:** * Provide friendly, customer‑focused level 2 support with clear communication and thorough follow‑through to confirmed resolution of all support requests. * Identify, analyze, and diagnose technical issues while providing customers with timely updates and accurate estimated resolution times. * Escalate unresolved support requests to the appropriate technicians in accordance with established procedures and SLAs. * Maintain accurate tracking of hardware and software assets using asset‑management tools and adhering to lifecycle and inventory best practices. * Monitor Service Desk ticket queues to ensure timely response, proper categorization, and assignment across the IT team. * Develop and complete small IT projects; create, update, and maintain process and procedure documentation as needed. * Support Microsoft Teams conference rooms, ensuring reliable meeting room functionality and assisting users with audio, video, and room system issues. * Apply and support Windows security baselines, BitLocker, and device compliance policies to maintain secure and compliant endpoint configurations. * Adhere to SOC 2 compliance requirements, including secure handling of systems, data, and change‑control practices. * Collaborate with Desktop Support Specialists, Systems Administrators, and other IT teams to resolve complex or escalated issues. * Proactively identify recurring support issues and recommend process, documentation, or system improvements. **Requirements:**  **Education**: Bachelor’s degree in computer science required but not mandatory. **Work Experience**: 3-5 years of hands-on experience in service desk, desktop support within a professional environment. **Technical Skills (Preferred)** * Desktop and Laptop hardware; workstation accessories  * Strong remote troubleshooting skills  * Windows 11 / Mac OS * Antivirus management * O365 administration and troubleshooting * ITSM/ITIL-based ticketing systems – Preferably ServiceNow * iOS & Android device support * Basic Network knowledge * Printer troubleshooting * Active Directory fundamentals and basic administration * Basic understanding of Office 365 Administration * Remote support tools (e.g., Bomgar) **Additional Skills** * Strong verbal and written communication skills * Excellent customer service mindset * Ability to work collaboratively and manage multiple priorities The ideal candidate works well independently with minimal supervision, is a strong team player, eager to learn, hard-working, flexible, and able to provide quality support.