Desktop Support Specialist 3

Planet Pharma; San Diego (CA); On-site; USD 38,000 - 48,000; Full time

Job summary

Planet Pharma is hiring a Desktop Support Specialist in San Diego to deliver high-quality IT support for desktops, laptops, peripherals, and meeting technologies, with emphasis on customer service and technical excellence. The role supports VIPs and executives, remote and onsite staff, and requires clear communication with both technical and non-technical personnel.

You will troubleshoot hardware and software, maintain SLAs, document resolutions in ticketing systems, and collaborate with other

Qualifications

• Strong communication and interpersonal skills.
• Customer-service oriented tech support experience.
• Ability to troubleshoot hardware and software issues.
• Experience in fast-paced corporate IT.
• Familiar with networking basics (Wi‑Fi, VPNs).
• Proficient with Windows OS, Office, and hardware.
• Familiar with mobile device support.
• Ability to work independently and meet SLAs.
• Strong organizational skills and attention to detail.

Responsibilities

• Provide technical support to end users for core systems including hardware, software, and peripherals.
• Diagnose and resolve issues with laptops, desktops, printers, mobile devices, and other IT equipment.
• Maintain SLAs and customer satisfaction targets.
• Communicate technical information clearly to technical and non-technical audiences.
• Document support activities and resolutions in ticketing systems.
• Collaborate with IT teams to upscale and resolve complex issues.
• Perform other duties as assigned based on evolving business needs.

Skills

Communication skills

Customer service

Troubleshooting hardware

Corporate IT

Networking basics

Windows & Office

Mobile devices

Independent decisions

Organizational skills

Tools

ServiceNow

Job description

Target PR Range:27.50-34.50/hr DOE

JOB DESCRIPTION

The Desktop Support Specialist is responsible for delivering high-quality technical support to end users across the organization. This role ensures the smooth operation of desktops, laptops, peripherals, and meeting technologies, with a strong emphasis on customer service, responsiveness, and technical excellence. The position includes support for VIPs and executives, remote and onsite staff, and requires the ability to communicate effectively with both technical and non-technical personnel.

Key Responsibilities:

• Provide technical support to end users on the standard operation of core systems, including hardware, software, and peripherals.
• Diagnose and resolve issues with laptops, desktops, printers, mobile devices, and other IT equipment.
• Maintain and meet individual service level agreements (SLAs), quality targets, and customer satisfaction objectives.
• Communicate technical information clearly and effectively to both technical and non-technical audiences.
• Document support activities, resolutions, and maintain accurate records in ticketing systems.
• Collaborate with other IT teams to upscale and resolve complex issues.
• Perform other duties as assigned based on evolving business needs.

Required Qualifications:

• Strong communication skills – verbal, written, and interpersonal.
• Proven experience in a customer service-oriented technical support role.
• Demonstrated ability to troubleshoot and resolve hardware and software issues.
• Experience in a fast-paced, corporate IT environment.
• Familiarity with networking fundamentals, including Wi‑Fi, VPNs, and remote access tools.
• Proficiency in supporting Microsoft Windows OS, Office applications, and desktop/laptop hardware.
• Familiarity with mobile device support.
• Ability to exercise sound judgment and make decisions independently.
• Strong organizational skills and attention to detail.

Preferred Qualifications:

• Experience with ITIL-based support processes and ticketing systems (e.g., ServiceNow).
• Knowledge of MacOS and cross-platform support environments.