Desktop Support Specialist

Role Overview

We are seeking a Desktop Support Specialist based in Irvine, CA to offer comprehensive technical assistance for Windows 10/11 devices, laptops, desktops, and related peripherals. This role involves managing various Microsoft tools and services, providing hardware support, coordinating with vendors, and delivering excellent end-user service adhering to SLA standards.

Key Responsibilities

• Support and troubleshoot Windows 10 and 11 devices along with laptops, desktops, and peripherals.
• Administer Microsoft Entra ID (Azure Active Directory), SCCM, Microsoft Intune, and Windows Autopilot environments.
• Manage Microsoft 365, Office 365, Microsoft Exchange, Active Directory, Group Policy, DNS, and DHCP settings.
• Handle ServiceNow ticketing platform for support requests and workflow.
• Troubleshoot PST/OST file issues, Outlook errors, and Print Spooler service problems.
• Install, configure, and resolve issues related to networked and standalone printers and scanners.
• Coordinate with OEM vendors for hardware repairs and address complex printer malfunctions.
• Perform printer driver installations, cartridge replacements, paper jam fixes, and PrintLogic support tasks.
• Lead hardware refresh and deployment initiatives.
• Manage end-user onboarding processes including hardware allocation, device setup, software installation, CMDB updating, and basic IT orientation for new employees.
• Conduct offboarding activities encompassing hardware returns, inventory tracking, and compliance with HR's legal hold policies.
• Support network infrastructure, Zoom meetings, and change management for routine operations and project work.
• Assist users with data backup operations aligned with corporate policies.
• Ensure exceptional customer service delivery while maintaining service level agreements.

Required Experience & Skills

• Proficient with Microsoft Entra ID (Azure Active Directory) and Microsoft SCCM.
• Experience managing Microsoft Intune and Windows Autopilot.
• Familiarity with Microsoft 365, Office 365, Microsoft Exchange, Active Directory, DNS, DHCP, and Group Policy.
• Knowledge of Windows 10 and Windows 11 operating systems.
• Skilled in troubleshooting PST/OST files, Outlook, Print Spooler, and hardware issues.
• Experienced in printer and scanner installation, configuration, and support.
• Competent with desktop imaging and deployment.
• Ability to utilize ServiceNow ticket management effectively.

Additional Preferred Skills

• Experience supporting Microsoft Teams Rooms, Zoom Rooms, and Cisco Codec environments.
• Hands-on experience with AV systems like Crestron or similar.
• Knowledge of Mobile Device Management (MDM) solutions.
• macOS support background is an advantage.
• Strong troubleshooting skills and customer service orientation.
• Experience working in corporate enterprise IT support.