Desktop Support Specialist

firstPRO, Inc; Philadelphia (Philadelphia County); On-site; USD 52,000 - 68,000; Full time

Job summary

firstPRO, Inc is seeking an experienced Desktop Support Specialist to provide hands-on technical support across a mixed Windows and Mac environment. This role is highly customer-facing and requires troubleshooting, root-cause analysis, and delivering effective solutions with excellent end-user service.

The ideal candidate will have 3+ years of desktop support experience, strong Windows and macOS knowledge, and the ability to work with users, infrastructure teams, security teams, and external

Qualifications

• 3+ years of desktop support experience
• Strong Windows and macOS knowledge
• Ability to work with users and cross-functional teams
• Familiarity with Dell hardware and enterprise tools

Responsibilities

• Deploy, configure, and support Windows and Macintosh desktops and laptops
• Troubleshoot hardware, OS, and endpoint issues and ensure devices are updated
• Configure, deploy, and troubleshoot mobile apps and enroll devices via MDM
• Support Dell hardware and related endpoint technologies
• Assist users with network connectivity across devices
• Collaborate with networking teams to resolve connectivity issues
• Install and troubleshoot business applications and collaboration platforms (Office 365, Teams, Zoom, etc.)
• Onboard specialized/scientific equipment with end users and vendors
• Document vendor requirements and coordinate with internal teams for deployments
• Maintain information security and educate users on IT security best practices
• Participate in IT projects and new technology deployments
• Provide responsive, face-to-face support to end users

Skills

Desktop support

Windows

macOS

Customer service

Face-to-face communication

Troubleshooting

Office 365

Teams

Dell hardware

Tools

Microsoft Office 365

Dell hardware

Job description

firstPRO is seeking an experienced Desktop Support Specialist to provide hands-on technical support across a mixed Windows and Mac environment. This role is highly customer-facing and requires someone who can troubleshoot technical issues, identify root causes, and deliver effective solutions while providing excellent end-user service.

The ideal candidate will have 3+ years of desktop support experience, strong Windows and macOS knowledge, and the ability to work effectively with users, infrastructure teams, security teams, and external vendors. This is a great fit for someone who is technically curious, proactive, patient, and comfortable providing frequent face-to-face support.

Responsibilities

• Deploy, configure, and support Windows and Macintosh desktops and laptops in accordance with established IT standards.
• Troubleshoot hardware, operating system, and endpoint issues and ensure devices remain appropriately patched and updated.
• Configure, deploy, and troubleshoot mobile applications and assist with device enrollment through Mobile Device Management (MDM) solutions.
• Support Dell hardware and related endpoint technologies.
• Assist users with establishing and maintaining network connectivity across supported devices.
• Partner with networking teams to troubleshoot connectivity issues and properly configure devices for network access.
• Install, configure, maintain, and troubleshoot business applications and collaboration platforms, including: Microsoft Office 365, Microsoft Teams, Zoom, BlueJeans, Cloud storage and collaboration services
• Support the onboarding of specialized/scientific equipment by coordinating with end users and external vendors.
• Document vendor technical requirements, identify infrastructure needs, and engage appropriate internal teams to ensure successful equipment deployment.
• Maintain the confidentiality and security of sensitive information and follow established information security policies and procedures.
• Partner with Information Security teams to triage and investigate potential security incidents or breaches.
• Educate end users on IT security and technology best practices.
• Participate in departmental projects and special initiatives, including new technology deployments and onboarding of new departments.
• Assist with equipment setup, network configuration, software installation, and other project-specific technical needs.
• Provide responsive, professional, and patient face-to-face technical support to end users.

Requirements

• 3+ years of experience in desktop support, IT support, help desk, or a similar hands-on technical role.
• Strong experience supporting both Windows and macOS environments, ideally approximately 50/50 Mac and PC.
• Experience troubleshooting desktops, laptops, operating systems, hardware, software, and network connectivity.
• Familiarity with Dell products and hardware strongly preferred.
• Experience with Microsoft Office 365, Teams, Zoom, and other enterprise collaboration tools.
• Familiarity with Mobile Device Management (MDM) solutions and mobile device/application support.
• Strong interpersonal and face-to-face communication skills, with the ability to work effectively with technical and non-technical users.
• Patient, resilient, and able to remain composed while troubleshooting challenging technical or customer-service situations.
• Curious and proactive approach to problem-solving with demonstrated initiative and follow-through.
• Ability to collaborate effectively across IT, networking, security, business, and vendor teams.
• College degree is not required; relevant hands-on experience is valued.