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Desktop Specialist

Desktop Specialist

Sharp BrainsCoal Valley, IL, US
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NOTE

THIS IS SHORT TERM 3 MONTHS FTE SUPPORT 3 DAYS A WEEK

AFTER ON DEMAND BACKFILL|| FREELANCE SUPPORT

Key Responsibilities :

  • 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.
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    Desktop Specialist • Coal Valley, IL, US