Desktop Support Specialist 3
Core
Senior escalation point for complex technical issues, providing hands-on support and mentoring team members to ensure seamless end-user experience across modern workplace technologies.
Role type
Senior IC desktop support specialist
Builds
Maintains and upgrades desktops, laptops, printers, and collaboration/AV equipment; manages endpoint deployments and hardware refreshes.
Domain
Consumer health technology / Enterprise IT support
Deliverable
Physical/clinical work (endpoint devices, AV equipment)
Required skills
Hardware and software troubleshooting, IT service management (ITSM), Endpoint management (Microsoft Intune, Azure AD, Autopilot), Audio/video and collaboration technologies support, Preventive maintenance
Preferred skills
Cloud-managed and hybrid-joined device management, Technical documentation and knowledge base creation, Cross-functional partnership
Technologies
ServiceNow, Microsoft Intune, Azure AD, Autopilot, Microsoft Teams Rooms, Zoom Rooms
Responsibilities
Repair, maintain, and upgrade desktops, laptops, printers, and collaboration/AV equipment; Troubleshoot technical issues providing hands-on and remote support; Investigate, diagnose, resolve, and recover hardware and software issues; Manage service requests, software installations, endpoint deployments, and hardware refresh activities; Provide onsite and remote support for employees at all levels including VIP and executive users; Create and maintain technical documentation and knowledge base articles; Serve as a subject matter expert providing guidance and technical mentorship to junior specialists; Perform preventive maintenance activities across endpoint devices, printers, and audio/visual equipment.
Seniority
Senior, hands-on IC with mentorship responsibilities