Desktop Support Specialist

Job Description
This team serves as the primary line of defense for all end-user support — there is no escalation layer beyond them for most hardware and software issues. This role requires a highly responsive, customer-focused individual who can troubleshoot and resolve issues efficiently to ensure minimal disruption to the business.

The position supports a dynamic, high-volume environment, combining both onsite and remote support across multiple locations.

Key Responsibilities:
• Provide Tier 2 support for hardware and software issues, including installations, break/fix, and troubleshooting
• Manage and resolve tickets through ServiceNow, prioritizing incidents (break/fix) before service requests
• Support Active Directory administration (user creation, permissions, access management)
• Deliver high-touch customer service to a diverse user base, including corporate, field, and retail-facing employees
• Troubleshoot and support mobile devices, deskt...

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