Desk Side Support Specialist

Job Title: Desk side support

Location: East Hartford CT 06108

• Deliver onsite end-user support for desktop laptop and peripheral devices ensuring optimal performance and minimal downtime.
• Install configure and troubleshoot applications operating systems (primarily Windows 11) and hardware components with a focus on Lenovo platforms.
• Manage Intune PC setup and administration including policy enforcement and device management.
• Provide expert support for MS Office 365 ServiceNow ticketing and Avaya CXOne systems.
• Mentor and guide junior desktop support staff fostering knowledge transfer and professional growth.
• Oversee ticket queue management ensuring timely response and resolution of local support requests.
• Provide smart hands support to other technical teams and escalate critical issues impacting production.
• Maintain and update site-level hardware and software inventory records.
• Lead local onsite desktop support efforts ensuring adherence to service standards and company policies.
• Validate ticket assignments and completion within established timeframes.
• Perform additional duties as assigned ensuring compliance with all organizational policies and standards.
• Work schedule: 8am to 5pm EST.

SKILL REQUIREMENTS

• 5 7 years of professional experience in Windows desktop support with at least 3 5 years supporting Intune-managed PCs.
• Proficient in Windows 11 troubleshooting Lenovo PC/laptop support and application installation/configuration.
• Solid working knowledge of ServiceNow ticketing systems MS Office 365 and Avaya CXOne.
• Strong analytical skills to diagnose and resolve straightforward technical problems using established procedures.
• Excellent communication skills for explaining complex information in a clear concise manner.
• Ability to work independently with moderate guidance and as part of a collaborative team.
• Bachelor s degree in Computer Science Information Technology or a related field (or equivalent experience).