Sr. Desktop Support Specialist

Location and Timings India – Remote PST Hours Responsibilities: - Extremely proficient in Tier I, II & III Troubleshooting of Laptop Hardware/Software & Associated Peripherals, Windows-OS, Microsoft/Generic Applications, and basic knowledge of iOS devices, etc. - Office 365 Administration – Exchange, SharePoint, Endpoint & Teams Administration - Knowledge of configuring, monitoring, security, and inventory tools in end-user devices. - Working knowledge of Microsoft Azure, Intune and basic understanding of AWS and Networking principles. - Basic understanding of Windows Server OS and efficiency in Azure, On-Prem Active Directory and Group Policy - Proficient in Anti-Virus/EDR management - High level knowledge of Ticketing Systems and identifying trends from those systems. Preferably ServiceNow - Basic PowerShell scripting to support Active Directory, Office 365 Administration, and other day to day activities. - Experienced in purchasing and planning of enterprise-wide Laptop & other Hardware distribution, and proficient with IT purchasing practices. - Ability to train and mentor junior level & outsourced staff. - Ability to create documentation and SOPs for team. - Ability to perform ticket analytics and provide daily updates and reports around the ticket analytics to the management - Basic understanding of Audio/Video Conference devices, Printers and other infrastructure supporting devices like Door Security Systems etc. - Excellent Communication skills with ability to deal with end-users in various regular & challenging situations. Requirements: Education: Bachelor’s degree in computer science required but not mandatory. Work Experience: 7-10 years of hands-on experience in helpdesk, desktop support within a professional environment. Technical Skills (Preferred) - Expert troubleshooting skills for desktops, laptops, peripherals, and workstation hardware. - Advanced remote support and end-user issue resolution capabilities. - Proficiency with Windows 11 and macOS environments. - Experience with Microsoft 365 administration and troubleshooting. - Hands-on knowledge of ITSM/ITIL practices, preferably ServiceNow. - Support experience for iOS and Android devices. - Understanding of endpoint security, antivirus, and device management. - Solid foundation in Active Directory, user administration, and access management. - Working knowledge of networking fundamentals - Experience troubleshooting printers and print services. - Familiarity with remote support tools such as BeyondTrust (Bomgar). - Ability to act as a technical SME, lead escalations, and drive issue resolution. Additional Skills - Strong Ticket Analysis and Report generation - Excellent verbal and written communication skills - Strong customer service, communication, and stakeholder management skills. Ability to work collaboratively and manage multiple priorities Originally posted on Himalayas