Desktop Support Specialist

4 days ago


Boston, Massachusetts, United States FirstPRO Full time

FirstPRO is seeking a skilled Desktop Support Specialist to join our team in Boston, MA. This is a direct hire role that requires onsite work 2-3 days per week.

We are looking for an experienced Desktop Support Specialist to provide advanced troubleshooting and resolution support for end users within a primarily Windows-based environment. The ideal candidate will be responsible for diagnosing complex technical issues, implementing solutions, and collaborating with other IT teams to ensure optimal system performance.

Key Responsibilities:

  • Advanced Troubleshooting: Diagnose and resolve escalated technical issues related to hardware, software, and network environments, focusing primarily on Windows-based systems.
  • User Support: Provide remote and on-site support to end users, ensuring efficient resolution of issues related to desktop systems, applications, and peripherals.
  • Escalation Point: Serve as the highest-level escalation for complex technical problems not resolved by Tier 1 and Tier 2 support teams.
  • System Administration: Administer and maintain desktop configurations, including updates, patches, and security settings on Windows systems.
  • Collaboration: Work closely with network engineers, system administrators, and other IT teams to resolve cross-functional issues.
  • Documentation: Create, maintain, and update knowledge base articles, support documentation, and troubleshooting guides for recurring issues.
  • Training and Mentorship: Provide technical guidance and training to Tier 1 and Tier 2 support teams, ensuring they are equipped with the knowledge to handle more advanced support issues.
  • Root Cause Analysis: Conduct detailed analysis to identify the root cause of recurring technical problems, developing long-term solutions to prevent future issues.
  • Project Support: Participate in or lead small-scale IT projects, such as system upgrades, migrations, and new technology rollouts.

Required Skills & Qualifications:

  • Experience: 7+ years of experience in a desktop support or technical support role.
  • Technical Proficiency:
  • Strong expertise in Windows operating systems (Windows 10/11).
  • Experience with Microsoft Office 365, Active Directory, and Windows Group Policy management.
  • Familiarity with ITSM tools (e.g., ServiceNow) for ticket management.
  • Experience in scripting languages such as PowerShell is desirable.

Education & Certifications:

  • Bachelor's degree in computer science, Information Technology, or a related field (or equivalent work experience).
  • Relevant certifications (e.g., Microsoft Certified: Modern Desktop Administrator, CompTIA A+, Network+) are preferred.


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