Desktop Support Specialist

Job Description

Job Description

Role : Desktop Support

Site Address : 400 Jefferson Park, Whippany, NJ 07981

Duration : Short term (3-6 months)

Role & Responsibilities – Band 2 (Hardware Refresh /Desktop Support)

1. Hardware Refresh & Migration Activities

· Perform end-to-end hardware refresh activities including device upgrades, replacements, and decommissioning of old systems

· Execute data migration from old devices to new devices ensuring data integrity and minimal downtime

· Carry out system configuration, user profile setup, and application installations as part of onboarding/migration

· Perform device imaging and standard build deployment as per organizational guidelines

· Support asset tagging, tracking, and handover processes during refresh cycles

2. End-User Desktop Support

· Provide L1/L2 desktop support for end users across Windows-based environments

· Handle incidents and service requests related to hardware, software, and peripherals

· Troubleshoot and resolve issues related to desktops, laptops, printers, scanners, and other IT equipment

· Support VPN connectivity, network access, and standard office applications (MS Office, Outlook, Teams, etc.)

3. Incident & Service Management

· Log, update, and manage tickets in the ITSM tool ensuring timely resolution and closure

· Coordinate with backend teams (network, server, application support) for escalated issues

· Ensure proper documentation of issues, resolution steps, and user communication in ticketing systems

· Follow SLA timelines and ensure service quality standards are maintained

4. User Communication & Support

· Communicate professionally with end users at all levels of the organization

· Provide clear instructions, updates, and guidance on issue resolution or system changes

· Ensure customer satisfaction through timely response and effective troubleshooting

· Handle user queries related to hardware refresh, device usage, and basic IT support

5. Compliance & Process Adherence

· Follow standard operating procedures (SOPs) for all support and refresh activities

· Adhere to security policies, data protection guidelines, and compliance requirements

· Ensure proper handling of company assets and confidential data during migration and support activities

· Maintain audit-ready documentation for all assigned tasks

6. Operational Support

· Support scheduled hardware refresh cycles and large-scale deployments

· Assist in inventory management and asset reconciliation

· Work in coordination with onsite/offsite teams for smooth execution of IT operations

· Participate in shift or weekend work if required based on project needs