Desktop Support Specialist

Job Title:

Desktop Support Specialist

Job Description:

The Role:

Our site in Pune, India is seeking a Desktop Support Specialist(s) to join our team. The Desktop Support Specialist is responsible for providing technical support to end-users by diagnosing, troubleshooting, and resolving hardware, software, and networking issues on desktop computers, laptops, and other related devices. This role requires a customer-service-oriented professional with strong technical skills who can work independently or as part of a team to ensure a seamless IT experience for all users.

What You’ll Do:

• Provide technical support to end-users for hardware, software, and network-related issues, including troubleshooting, diagnostics, and resolution.
• Respond to Service Desk tickets and user requests according to SLAs, ensuring efficient handling of support inquiries.
• Provide a high level of customer service with excellent written and verbal communication skills for IT and business audiences.
• Identify and action trends by monitoring and analyzing incoming inquiries.
• Install, configure, and maintain desktop systems, laptops, printers, and other peripheral devices.
• Set up and configure new user accounts, software applications, and necessary configurations on workstations.
• Perform routine software updates, security patches, and upgrades to ensure systems are current and secure.
• Assist in the management of inventory and lifecycle of IT assets, including hardware replacements, repairs, and upgrades.
• Support various operating systems and ensure proper configuration and performance.
• Diagnose and resolve hardware failures, software conflicts, and connectivity issues.
• Train end-users on how to use software and hardware efficiently, including troubleshooting common issues.
• Work with IT team members to identify recurring issues and help improve IT processes and systems.
• Provide support for virtual desktop infrastructure (VDI) or remote desktop services as needed.
• Maintain thorough documentation of IT support issues, resolutions, and procedures for future reference in the knowledgebase.
• Collaborate with other IT teams (networking, systems, etc.) and vendors for escalation and resolution of complex technical problems.

What We Seek:

• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• Proven experience (2-3 years) in desktop support, technical support, or IT desktop roles.
• Strong knowledge of Windows operating systems (Windows 10/11) and macOS.
• Experience with troubleshooting hardware and software issues.
• Proficient with common productivity software (e.g., Microsoft Office, Office 365, etc.).
• Familiarity with networking protocols (TCP/IP, DNS, DHCP) and wireless networking.
• Familiarity with Windows Active Directory / Azure AD.
• Excellent verbal and written communication skills.
• Strong customer service and interpersonal skills, with the ability to work with non-technical users.
• Ability to lift and carry 25 pounds.

Outstanding Candidates Will Have:

• Certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or ITIL Foundation.
• Experience with ticketing systems (e.g., ServiceNow, Jira).
• Knowledge of Active Directory for user management.
• Experience with mobile device management (MDM) systems.
• Familiarity with remote desktop support tools (e.g., TeamViewer, Remote Desktop).

What We Offer:

At Entegris, we invest in providing opportunity to our employees and promote from within. The new hire in this role will have the potential to grow and create relationships across the organization and be recognized for demonstrated success and adherence to company PACE values.

Our total rewards package goes above and beyond just a paycheck. Whether you’re looking to build your career, improve your health, or protect your wealth, we offer generous benefits to help you achieve your goals.

• Generous 401(K) plan with an impressive employer match
• Excellent health, dental and vision insurance packages to fit your needs
• Flexible work schedule and 11 paid holidays a year
• Paid time off (PTO) policy that empowers you to take the time you need to recharge
• Education assistance to support your learning journey
• Values-driven culture with colleagues that rally around People, Accountability, Creativity and Excellence.