Desktop Support Specialist – Frontline IT & User Care

DIRTT Environmental Solutions, Ltd.; Savannah (GA); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Bonus program

Share plan

Office perks

Disability insurance

Mental health support

Onboarding program

Job summary

DIRTT Environmental Solutions is seeking a Desktop Support Analyst to be the first point of contact for technical support, helping our staff stay productive, connected, and supported.

You will diagnose and troubleshoot issues, assemble and configure desktops and laptops, manage support tickets, use remote tools, educate users, and enforce security policies to ensure a reliable computing environment.

Qualifications

• Some IT/computers experience is an asset.
• Excellent verbal and written communication skills.
• Basic knowledge of Windows and macOS and Microsoft Office.
• Customer-centric attitude; patient, empathetic, and professional when dealing with clients.
• Strong analytical and problem-solving abilities.
• Collaborative mindset to work with IT professionals.
• Ability to adapt to changing technology and industry trends.
• Strong organizational and time management skills.
• Industry-standard IT support certifications are a plus.

Responsibilities

• Provide first-line technical support to customers via phone, email, or chat, assisting with hardware and software issues, account access, and general inquiries.
• Diagnose and troubleshoot technical problems, determining the root cause and applying solutions efficiently. Escalate complex issues to the appropriate teams when necessary.
• Assemble, configure, and rebuild desktop and laptop computers.
• Create, manage, and track support tickets to ensure timely and accurate issue resolution, maintaining detailed records of customer interactions and solutions provided.
• Use remote desktop tools to assist customers with software installations, configurations, and troubleshooting.
• Educate end-users on basic IT procedures, best practices, and security protocols.
• Provide basic support for hardware issues, including workstations, printers, and peripherals, and coordinate hardware repairs and replacements as needed.
• Assist with software installations, updates, and configurations, ensuring that applications run smoothly.
• Assist in enforcing company and industry-standard security policies, helping users with password resets, and ensuring a secure computing environment.

Skills

Customer service

Communication skills

Team player

Adaptability

Problem-solving

Analytical thinking

Time management

Tools

Windows OS

macOS

Microsoft Office

Remote desktop

Job description

DIRTT Environmental Solutions is seeking a Desktop Support Analyst to be the first point of contact for technical support, helping our staff stay productive, connected, and supported.

You will diagnose and troubleshoot issues, assemble and configure desktops and laptops, manage support tickets, use remote tools, educate users, and enforce security policies to ensure a reliable computing environment.