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Position Summary
The Desktop Support Specialist provides hands on technical support to end users for desktop, laptop, peripheral, and basic network issues. This role focuses on incident resolution, troubleshooting, and user assistance to ensure reliable day to day technology operations. The position is primarily operational and customer service oriented.
Job Functions
The following duties are essential functions for purposes of the ADA and FLSA classification:
Technical Support & Troubleshooting
•      Provide Tier 1–2 desktop support for hardware, operating systems, standard business applications, printers, mobile devices, and peripherals.
•      Diagnose and resolve user issues related to Windows 10 and 11, Microsoft 365, email, VPN, and common enterprise applications.
•      Install, configure, and maintain desktop and laptop systems, monitors, and accessories.
•      Perform basic network troubleshooting (connectivity, Wi Fi access, device mapping).
User Support & Service Delivery
•      Respond to service desk tickets and walk up requests in accordance with SLAs.
•      Document issues, resolutions, and procedures in the IT ticketing system.
•      Educate end users on proper use of systems, security practices, and standard tools.
•      Escalate complex issues to senior IT staff or vendors as appropriate.
Asset & Systems Management
•      Track IT assets (hardware/software inventory).
•      Assist with onboarding/offboarding tasks (equipment setup, access provisioning/de provisioning under direction).
•      Apply updates, patches, and basic security configurations per established policies.
Compliance & Security
•      Follow company IT, security, and data privacy policies.
•      Report security incidents or suspected breaches promptly.
•      Support audits or internal reviews by providing documentation when requested.
Other Duties
•      Perform other related duties as assigned within the scope of desktop support.
Required Qualifications
•          Associate degree in Information Technology or related field or equivalent practical experience.
•          1–3 years of experience in desktop or technical support.
•          Working knowledge of:
o         Windows operating systems
o         Microsoft 365 / Outlook
o         Hardware troubleshooting and peripheral devices
•          Strong customer service and communication skills.
•          Ability to lift and move IT equipment (typically up to 30–40 lbs).
Preferred Qualifications
•          CompTIA A+, Network+, or similar certifications.
•          Experience with IT ticketing systems (e.g., ServiceNow, Jira, Freshservice).
•          Familiarity with basic Active Directory or device management tools.
Work Environment & Schedule
•          On site support in an office environment, Monday through Friday 8am to 5pm at Miami Lakes office.
•          May require occasional after hours or weekend support.
•          Position requires regular attendance and interaction with employees.
•          Occasional Travel to Melville, NY
Overtime and Timekeeping
This position is classified as Non Exempt under the Fair Labor Standards Act (FLSA), which require to accurately record all time worked and comply with the Company’s timekeeping and overtime approval policies.
Unauthorized overtime may result in corrective action; however, all overtime worked will be compensated in accordance with the law.
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