Job Information
PamTen, Inc. Desktop Support Specialist Level 3 in United States
Location: Bengaluru, India Onsite work required Full Time role Job Summary: The Desktop Support Specialist Level 3 is a senior-level position responsible for providing technical support and expertise in the maintenance, troubleshooting, and enhancement of desktop and end-user computing environments. This role involves a high degree of technical proficiency and the ability to handle complex issues independently. The Desktop Support Specialist Level 3 collaborates with other IT professionals to ensure the efficient operation of desktop systems and user satisfaction.
Key Responsibilities:
- Advanced Technical Support:
· Provide expert-level support for hardware, software, and operating systems on desktops, laptops, and peripherals.
· Troubleshoot and resolve complex technical issues escalated from lower support levels.
· Identify recurring problems and collaborate with SMEs when required to find permanent solutions.
- System Administration:
· Administer and maintenance of desktop operating systems.
· Lifecycle management of the desktop estate.
- Guidance and Documentation:
· Develop and deliver guidance sessions for end-users on software applications, system functionalities, and best practices.
· Participate and maintain comprehensive documentation for troubleshooting guides & standard operating procedures.
- Information Technology Service Management (ITSM):
· Participate in incident management process, ensuring timely resolution of incidents within agreed SLAs.
· Manage assigned service requests to successful completion.
· Create/update KBAs to expand and refine the knowledge base to aid the resolution of incidents and tasks.
- Mentoring and Training:
· Provide guidance and mentorship to junior desktop support specialists.
· Conduct knowledge-sharing sessions and contribute to the ongoing professional development of the support team.
Qualifications:
· Bachelor's degree or relevant suitable qualification in computer science, Information Technology, or related field.
· Several years of experience in desktop support, with a focus on troubleshooting complex technical issues.
· Certifications such as ITIL v4 Foundation, CompTIA A+, Microsoft 365 Certified: Endpoint Administrator, or equivalent are highly desirable.
· Working knowledge of ServiceNow ITSM desirable
· Working knowledge of networking concepts
· Working knowledge of Microsoft SCCM & Endpoint Manager/Intune platforms
· Strong knowledge of desktop operating systems, including Windows 10/11 and macOS.
· Excellent communication and interpersonal skills.
· Ability to work independently and collaboratively in a team environment