IT Desktop Support Specialist

Job Description

IT Support Specialist | PHW Group

The Tone:
This is a role at PHW Group, where we are seeking a skilled IT Desktop Support Specialist to be the crucial first point of contact for end-user support. This individual will play a vital role in resolving hardware and software issues, ensuring our Google Workspace, Windows, and macOS environments operate smoothly for all users. The ideal candidate is a quick learner, highly organized, and committed to seeing problems through from start to finish, approaching technical challenges with a friendly, patient, and energetic personality.

The TL;DR
• Role: Early Career

• Team: Part of the IT team, with specialized support available for deeper issues.
• Mission: To be the first point of contact for end-user support, resolving hardware and software issues to ensure smooth operation of critical IT environments.
• Tech Stack: Google Workspace, Windows, macOS, iOS, Android, Linux, Microsoft 365.

What You’ll Actually Do
• Monitor: Proactively monitor system performance and user requests to prevent productivity disruptions.
• Support: Provide front-line technical support and troubleshooting for hardware and software across Windows and macOS systems.
• Configure: Set up and configure environments (Google Workspace, Windows, macOS) and manage user accounts for onboarding and offboarding.
• Maintain: Install, configure, and update software, including applying security patches and routine updates to keep systems current.
• Backup & Document: Monitor backup jobs, troubleshoot failures, assist with data recovery, and maintain the IT knowledge base.

The Must-Haves
• Background: Entry-level IT support or helpdesk experience, with a core domain in end-user technical support.
• Experience: Up to 2 years in a dedicated IT support or helpdesk role; strong proficiency with Windows 10 and 11.
• Skills: Troubleshooting hardware and software issues, system setup and configuration (Windows, macOS), user account management, and routine system maintenance.
• Bonus: Familiarity with macOS (OSX) and Linux, experience supporting iOS and Android devices, familiarity with Google Workspace administration and Microsoft 365, a basic understanding of networking concepts, or a CompTIA A+ certification.