Job Title: IT Desktop Support Specialist
Experience: 3+ Years
Location: Hyderabad
Job Type: Full-time / Permanent
Job Summary:
We are looking for a highly skilled and experienced IT Desktop Support Specialist to oversee day-to-day operations of the desktop support team. The ideal candidate will possess deep technical expertise, leadership qualities, and a passion for delivering excellent user support and infrastructure stability across the organization.
Key Responsibilities:.
- Provide L1 and L2 technical support for desktops, laptops, printers, mobile devices, and video conferencing systems.
- Escalate unresolved issues to L3 teams or external vendors when necessary.
- Oversee user account management in Active Directory, Exchange, O365, etc.
- Coordinate new user onboarding/offboarding processes (hardware/software provisioning).
- Ensure timely patching, antivirus updates, and compliance with security policies.
- Maintain hardware/software inventory and lifecycle management.
- Document SOPs, troubleshooting guides, and incident reports.
- Drive continuous improvement through trend analysis and root cause investigations.
Technical Skills:
- Strong hands-on experience in Windows 10/11, macOS, and MS Office 365.
- Knowledge of Active Directory, DNS, DHCP, SCCM/Intune, MDM solutions.
- Experience with ticketing systems like ServiceNow, JIRA, or Zendesk.
- Basic understanding of networking concepts (LAN, WAN, VPN, TCP/IP).
- Exposure to ITIL framework and service desk metrics/KPIs.
Leadership & Soft Skills:
- Excellent communication, interpersonal, and customer service skills.
- Proven experience in team management or mentoring roles.
- Ability to multitask, prioritize, and work under pressure.
- Analytical mindset with a proactive problem-solving approach.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field.
