Desktop Support Specialist

Sharp Brains; Slater (IA); On-site; USD 52,000 - 78,000; Full time

Job summary

Sharp Brains is seeking a capable Tier 2 desktop support specialist to resolve escalated end-user issues in a fast-paced environment. You will handle Windows 10/11, Office 365, and standard IT tools, while coordinating with IT teams to restore services quickly.

The role requires strong communication, multitasking, and independent work as you support desktops, laptops, printers, and mobile devices, document actions in a ticketing system, and follow ITSM processes.

Qualifications

• Experience in Tier 2 desktop or end-user support.
• Strong knowledge of Windows 10/11 and MS Office 365.
• Familiarity with ITSM platforms like ServiceNow.
• Good networking basics: TCP/IP, DNS, DHCP.
• Excellent communication and customer service skills.
• Ability to manage multiple tickets independently.

Responsibilities

• Respond to and resolve Tier 2 support requests escalated from Tier 1.
• Provide hands-on support for desktops, laptops, printers, and mobile devices.
• Troubleshoot OS, application, and network issues on Windows/Mac.
• Install, configure, and update software and hardware as required.
• Support Microsoft 365, Active Directory, and other enterprise tools.
• Handle user account setups, password resets, and access permissions.
• Collaborate with IT teams/vendors to resolve complex incidents.
• Document all activities in the ticketing system and follow escalation procedures.

Skills

Tier 2 desktop support

Windows 10/11

Office 365

Networking basics

Communication

Independent worker

Tools

ServiceNow

Remote support tools

Job description

• Respond to and resolve Tier 2 support requests escalated from Tier 1.
• Provide hands‑on support for desktops, laptops, printers, mobile devices, and other peripherals.
• Troubleshoot OS, application, and network‑related issues (Windows/Mac environments).
• Install, configure, and update software and hardware as required.
• Support Microsoft 365 applications, Active Directory, and other enterprise tools.
• Handle user account setups, password resets, and permission/access issues.
• Collaborate with other IT teams or vendors to resolve complex incidents.
• Document all support activities in the ticketing system and follow escalation procedures.

Requirements:

• Proven experience in Tier 2 desktop or end‑user support roles.
• Strong knowledge of Windows 10/11, MS Office 365, and standard IT tools.
• Familiarity with ITSM platforms like ServiceNow or similar.
• Good understanding of networking basics (TCP/IP, DNS, DHCP).
• Excellent communication and customer service skills.
• Ability to work independently and manage multiple support requests.