Desktop Support Specialist

Job Summary:

The Desktop Support Specialist is an entry-level IT position that provides technical assistance to customers regarding various hardware and software applications. The main duties include troubleshooting and diagnosing different technical issues, assessing and understanding user needs and issues and recommending technical fixes to customers.

Primary Responsibilities:

• Provide first-level technical support to end users by responding to hardware, software, and peripheral-related issues through phone, chat, and the organization's desktop support ticketing system.
• Troubleshoot and diagnose technical issues, identify root causes, and provide timely and effective resolutions.
• Assess user needs, explain technical solutions in a clear and professional manner, and recommend appropriate fixes or workarounds.
• Install, configure, and deploy desktop computers, laptops, monitors, printers, and other peripheral devices.
• Perform setup and configuration of new workstations, including hardware installation, software deployment, user account configuration, and peripheral connectivity.
• Install, update, and upgrade operating systems, software applications, and security patches on supported devices.
• Document all service requests, troubleshooting steps, resolutions, and follow-up actions within the ticketing system to maintain accurate support records.
• Escalate unresolved or complex technical issues to Tier 2 Support while providing complete documentation of troubleshooting efforts.
• Assist with equipment moves, replacements, upgrades, and new installations at supported locations.
• Provide users with basic guidance and training on hardware, software, and technology best practices.
• Maintain inventory of assigned hardware and assist with asset tracking as needed.
• Follow established IT policies, procedures, and security standards while providing technical support.
• Other duties as assigned by supervisor. 

Supervisory Responsibilities:

• This position has no supervisory responsibilities. 

Minimum Qualifications:

Education:

• High school diploma or GED required.
• Associate degree in Information Technology, Computer Science, or a related field preferred.

License/Certifications:

• CompTIA A+, Google IT Support Professional Certificate, or other entry-level IT certifications are preferred but not required.

Experience:

• Basic knowledge of desktop hardware, software, operating systems, and peripheral devices.
• Previous customer service or technical support experience preferred.
• Familiarity with Windows operating systems, Microsoft Office applications, desktop imaging, and basic networking concepts is preferred.
• Experience using an IT service management (ITSM) or help desk ticketing system is preferred.
• Strong troubleshooting, communication, customer service, and problem-solving skills.
• Ability to prioritize multiple support requests while maintaining a high level of customer satisfaction.
• Follow all guidelines, regulations, standards, and Federal state and tribal policies. 
• Must possess a valid Oklahoma Driver’s license and a clear background check. 

Physical Requirements:

• Ability to sit, stand, walk, bend, and reach throughout the workday.
• Frequently lift, carry, and move computer equipment and peripherals weighing up to 50 pounds.
• Ability to connect and disconnect cables, install equipment, and work underneath desks or in confined spaces when necessary.
• Ability to operate standard office equipment and computer hardware.
• Ability to travel to supported locations as needed.

Work Environment:

• Work may be performed in an office, healthcare, or business environment with frequent interaction with employees and end users.
• Position requires responding to support requests both remotely and onsite.
• May require occasional travel between locations.
• Standard business hours with occasional after-hours or weekend work to support system upgrades, maintenance, or emergency technical issues if needed.
• Fast-paced environment requiring the ability to manage multiple priorities while maintaining excellent customer service.

This position may have care of or contact with Indian children. 

Applicants must meet the stated minimum qualifications for the position as listed in the job posting. In the event of a tie, we reserve the right to give preference to qualified UKB Tribal members or other Native American applicants.

The statements contained herein are intended to describe the general nature and level of work being performed by employees assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required. Management reserves the right to modify, add, or remove duties as necessary to meet organizational needs.