Desktop Support Specialist – IT Helpdesk Engineer

About the role

The Desktop Support Specialist provides day‑to‑day local and remote desktop assistance, handling inbound calls, troubleshooting hardware, software and application issues, and documenting resolutions in a ticketing system. The role also ensures consistent operational support across all shifts within the IT Support Center.

Key responsibilities

• Deliver first and second‑level support for Windows 10/11, Office 365, Citrix, Cisco Jabber and basic Mac OS users.
• Perform break‑fix, fault diagnosis, preventative maintenance and remedial repairs on desktops, laptops, printers and peripheral equipment.
• Manage hardware procurement, deployment, asset tagging and inventory for in‑scope devices.
• Coordinate on‑site technical visits, remote site network provisioning and liaise with vendors and third‑party support teams.
• Maintain accurate ticket updates, communicate status to users and ensure timely resolution.

Required profile

• Bachelor’s degree in Computer Science or related field, or equivalent experience.
• 3‑5 years of Windows desktop and infrastructure support experience.
• CompTIA A+ and Microsoft Certified Professional (or higher) certifications.
• Strong analytical, troubleshooting and problem‑solving abilities.

Required skills

• Windows 10/11, Microsoft Active Directory, Group Policy Objects (GPOs).
• Office 365, Citrix client, Cisco Jabber, basic macOS support.
• PC hardware installation, thin clients, VDI, printers and peripheral devices.
• Network fundamentals – switches, routers, firewalls, wireless APs.
• Mobile device management for iOS and Android, enterprise encryption solutions.
• ITSM tools, especially ServiceNow, and ticketing systems.