IT Desktop Support Specalist

GlowTouch - San Antonio, TX

Full-time - Entry Level

San Antonio, TX

About the position

Glowtouch, a UnifyCX company, is seeking an IT Desktop Support Specialist to join our dynamic team in San Antonio, Texas. This role is pivotal in providing technical support to end users for computer hardware, software, and peripheral devices. As an IT Desktop Support Specialist, you will be responsible for troubleshooting and resolving technical issues, ensuring the efficient operation of desktop systems, and delivering exceptional customer service. You will collaborate closely with other IT team members to maintain and enhance the overall IT infrastructure, making a significant impact on our operations as we expand our newest location. In this position, you will provide first-level support to end users for a variety of hardware, software, and network issues. Your responsibilities will include diagnosing and resolving technical problems related to desktops, laptops, printers, and other peripherals. You will assist with the installation, configuration, and maintenance of operating systems and applications, ensuring that all systems are secure and efficient. Additionally, you will document and track support requests using a ticketing system, ensuring timely resolution and follow-up on all inquiries. User assistance is a key component of this role, as you will offer training and support to end users on software applications and IT policies. You will respond to user inquiries, ensuring a high level of customer satisfaction, and set up and configure new workstations, including user accounts, email, and network access. Your role will also involve maintaining and updating the inventory of IT assets, supporting the implementation of IT projects, and ensuring compliance with company IT policies. As part of your responsibilities, you will maintain accurate records of support requests, incidents, and resolutions, and prepare regular reports on support activities and system performance. You will also update and maintain technical documentation, including knowledge base articles and user guides, and work closely with other IT team members to resolve issues and implement solutions. Effective communication with users to understand their needs and provide clear instructions will be essential to your success in this role.

Responsibilities

• Provide first-level support to end users for hardware, software, and network issues.
• Diagnose and resolve technical problems related to desktops, laptops, printers, and other peripherals.
• Assist with the installation, configuration, and maintenance of operating systems and applications.
• Identify and troubleshoot software and hardware issues, escalating complex problems to senior IT staff as needed.
• Document and track support requests using a ticketing system, ensuring timely resolution and follow-up.
• Perform routine maintenance and updates to keep systems secure and efficient.
• Offer training and support to end users on software applications and IT policies.
• Respond to and resolve user inquiries, ensuring a high level of customer satisfaction.
• Set up and configure new workstations, including user accounts, email, and network access.
• Assist in maintaining and updating inventory of IT assets, including hardware and software.
• Support the implementation of IT projects, including system upgrades and deployments.
• Ensure compliance with company IT policies and procedures.
• Maintain accurate records of support requests, incidents, and resolutions.
• Prepare and provide regular reports on support activities and system performance.
• Update and maintain technical documentation, including knowledge base articles and user guides.
• Work closely with other IT team members to resolve issues and implement solutions.
• Communicate effectively with users to understand their needs and provide clear instructions.
• Participate in team meetings and contribute to ongoing improvements in IT support processes.

Requirements

• Associate's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• Minimum of 2-4 years of experience in desktop support or a similar IT support role.
• Proficiency in troubleshooting and supporting Windows and/or macOS operating systems.
• Experience with common office applications (e.g., Microsoft Office, email clients).
• Knowledge of network fundamentals and IT security best practices.
• Familiarity with hardware components and peripheral devices.
• Strong problem-solving skills and attention to detail.
• Excellent customer service skills.
• Professional communications skills with demonstrated verbal and written English proficiency B1 or higher.
• Ability to work independently and as part of a team.
• Strong organizational skills and the ability to manage multiple tasks simultaneously.
• A proactive approach to problem-solving and continuous improvement.
• Patient, with a strong focus on providing a positive user experience.

Nice-to-haves

• Knowledge of Contact Center Operations and supporting platforms including CRM, voice or omnichannel communications, ticketing systems, and infrastructure preferred.