Desktop Support Specialist

Top Prospect Group; Worcester (MA); Hybrid; USD 52,000 - 75,000; Full time

Job summary

Top Prospect Group is seeking a Desktop Support Specialist to provide Level 1–2 support for hardware, software, and network issues in onsite and remote environments.

You will troubleshoot, diagnose, and resolve incidents while delivering strong customer service. The role covers Windows/macOS devices, Active Directory, and Microsoft 365, with duties spanning device deployments, VPN access, and endpoint security.

Qualifications

• Associate degree in Information Technology or related field, or equivalent work experience.
• 2–5 years of desktop support or help desk experience.
• Experience supporting Windows 10/11 environments.
• Knowledge of Microsoft 365 administration and troubleshooting.
• Experience with Active Directory and user account management.
• Familiarity with ticketing systems such as ServiceNow, Jira Service Management, or Freshservice.
• Strong customer service and communication skills.

Responsibilities

• Provide Level 1 and Level 2 technical support for users via phone, email, ticketing system, chat, and in-person assistance.
• Respond to and resolve incidents and service requests within established SLAs.
• Diagnose and troubleshoot hardware, software, and connectivity issues.
• Escalate complex issues to senior IT teams when required.
• Maintain accurate documentation of incidents, resolutions, and support activities.
• Install, configure, maintain, and troubleshoot Windows and macOS devices.
• Perform hardware upgrades and replacements, including RAM, SSDs, monitors, docking stations, and peripherals.
• Configure printers, scanners, and other endpoint devices.
• Manage device deployments, refreshes, and decommissioning activities.
• Support Microsoft 365 applications including Outlook, Teams, OneDrive, Word, Excel, and PowerPoint.
• Troubleshoot email, calendar, and collaboration platform issues.
• Install, configure, and support business applications.
• Assist users with application access and usability issues.
• Create, modify, disable, and manage user accounts.
• Reset passwords and unlock user accounts.
• Manage security groups and permissions.
• Troubleshoot wired and wireless network issues.
• Assist with VPN connectivity and remote access support.
• Support basic TCP/IP, DNS, DHCP, and network troubleshooting.
• Coordinate with network teams for advanced issues.
• Support endpoint management platforms such as Microsoft Intune, SCCM/MECM, or similar tools.
• Deploy software packages and operating system updates.
• Ensure endpoints comply with security and patching requirements.

Skills

Desktop support

Windows 10/11

Microsoft 365

Active Directory

Ticketing systems

Customer service

Communication skills

Remote support

Education

Associate degree in IT

Tools

ServiceNow

Jira Service Management

Freshservice

Microsoft Intune

SCCM/MECM

Azure AD

Job description

The Desktop Support Specialist provides first and second-level technical support to end users for hardware, software, network, and peripheral issues. This role is responsible for troubleshooting, diagnosing, and resolving IT incidents while delivering excellent customer service. The specialist supports desktop and laptop computers, mobile devices, operating systems, applications, and enterprise technologies in both onsite and remote environments.

Key Responsibilities

End User Support

• Provide Level 1 and Level 2 technical support for users via phone, email, ticketing system, chat, and in-person assistance.
• Respond to and resolve incidents and service requests within established SLAs.
• Diagnose and troubleshoot hardware, software, and connectivity issues.
• Escalate complex issues to senior IT teams when required.
• Maintain accurate documentation of incidents, resolutions, and support activities.

Desktop & Laptop Support

• Install, configure, maintain, and troubleshoot Windows and macOS devices.
• Perform hardware upgrades and replacements, including RAM, SSDs, monitors, docking stations, and peripherals.
• Configure printers, scanners, and other endpoint devices.
• Manage device deployments, refreshes, and decommissioning activities.

Microsoft 365 & Application Support

• Support Microsoft 365 applications including Outlook, Teams, OneDrive, Word, Excel, and PowerPoint.
• Troubleshoot email, calendar, and collaboration platform issues.
• Install, configure, and support business applications.
• Assist users with application access and usability issues.

Active Directory & Account Administration

• Create, modify, disable, and manage user accounts.
• Reset passwords and unlock user accounts.
• Manage security groups and permissions.

Network & Connectivity Support

• Troubleshoot wired and wireless network issues.
• Assist with VPN connectivity and remote access support.
• Support basic TCP/IP, DNS, DHCP, and network troubleshooting.
• Coordinate with network teams for advanced issues.
• Support endpoint management platforms such as Microsoft Intune, SCCM/MECM, or similar tools.
• Deploy software packages and operating system updates.
• Ensure endpoints comply with security and patching requirements.

Required Qualifications

• Associate degree in Information Technology, Computer Science, or related field, or equivalent work experience.
• 2-5 years of desktop support or help desk experience.
• Experience supporting Windows 10/11 environments.
• Knowledge of Microsoft 365 administration and troubleshooting.
• Experience with Active Directory and user account management.
• Familiarity with ticketing systems such as ServiceNow, Jira Service Management, or Freshservice.
• Strong customer service and communication skills.

Preferred Qualifications

• CompTIA A+, Network+, or Microsoft certifications.
• Experience with Microsoft Intune and Microsoft Endpoint Configuration Manager (SCCM/MECM).
• Knowledge of Microsoft Entra ID (Azure AD).
• Experience supporting mobile devices (iOS and Android).