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IT Support Desk Specialist

Blue Bell Creameries
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Role Summary

The IT Support Desk Specialist provides first- and second-level technical support for end user computing environments, including desktops, laptops, mobile devices, peripherals, and standard business applications. This role is responsible for troubleshooting hardware and software issues, responding to service requests, assisting with equipment deployments, and ensuring a positive end user experience. The IT Support Desk Specialist works closely with IT team members and business users to maintain reliable, secure, and efficient desktop computing operations.


 

Key Responsibilities

  • Provide first- and second-level technical support to end users for desktop, laptop, mobile device, and peripheral issues.
  • Install, configure, maintain, and upgrade computer hardware, operating systems, and standard business software.
  • Troubleshoot and resolve hardware, software, network connectivity, and printing issues in a timely manner.
  • Respond to service desk tickets, document issues and resolutions, and follow established escalation procedures.
  • Support onboarding and offboarding activities, including workstation setup, user account provisioning, and equipment deployment or retrieval.
  • Perform routine maintenance, patching, and updates to desktop systems in accordance with IT policies.
  • Assist with inventory management, asset tracking, and lifecycle management of end user equipment.
  • Provide user training and guidance on basic system functionality, applications, and security best practices.
  • Collaborate with other IT teams to support system upgrades, migrations, and technology refresh initiatives.
  • Maintain accurate documentation, procedures, and knowledge base articles.
  • Follow IT security standards, policies, and compliance requirements.
  • Perform other duties as assigned.


 

Knowledge, Skills & Abilities

  • Strong customer service and interpersonal skills with the ability to communicate technical information to non-technical users.
  • Solid understanding of desktop operating systems (e.g., Windows, macOS) and common business applications.
  • Working knowledge of hardware troubleshooting, imaging, and device configuration.
  • Ability to diagnose and resolve technical issues using logical and systematic problem-solving techniques.
  • Strong organizational skills with the ability to manage multiple tasks and priorities.
  • Attention to detail and commitment to accurate documentation.
  • Ability to work independently and collaboratively in a team environment.


 

Qualifications

  • Associate’s degree in information technology, Computer Science, or a related field, or equivalent work experience.
  • 1–3 years of experience providing desktop or end user technical support in a corporate or professional environment.
  • Experience with ticketing systems and IT service management processes preferred.
  • Relevant technical certifications (e.g., CompTIA A+, Microsoft certifications) are a plus but not required.


 

Physical Requirements

  • Mobility: Primarily involves sitting for extended periods while working at a computer; may require occasional standing and walking to provide desk-side support.
  • Manual Dexterity: Frequent use of hands and fingers to operate computers, keyboards, phones, and standard tools for troubleshooting and equipment setup.
  • Visual Acuity: Ability to view computer screens for extended periods and read detailed technical information (e.g., logs, tickets, device labels).
  • Speaking and Hearing: Ability to communicate clearly and effectively in person, by phone, and via virtual meeting tools to support end users.
  • Lifting and Carrying: Ability to occasionally lift, move, and set up IT equipment (e.g., laptops, monitors, printers) weighing up to 35 pounds.
  • Bending/Kneeling: Ability to occasionally bend, reach, crouch, or kneel to connect peripherals, cables, and devices under desks or in work areas.


 

Work Environment

  • Professional office or service desk environment; may be onsite, hybrid, or remote depending on business needs.
  • Work is primarily performed indoors in a controlled climate, with occasional desk-side support in office and operational areas.
  • Frequent interaction with end users, IT staff, and vendors via phone, email, chat, and in-person support.
  • Position may require occasional extended hours or on-call support during outages, system changes, onboarding waves, or technology refresh deployments.
  • Work environment subject to change based on duties performed.