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.