SharpBrains
Desktop Support Specialist at Sharp Brains Santa Monica, CA
SharpBrains, Santa Monica, California, United States, 90403
Desktop Support Specialist job at Sharp Brains. Santa Monica, CA.
Job Description
Freelance || Backfill Support Key Responsibilities: Respond to and resolve Tier 2 support requests escalated from Tier 1. Provide hands-on support for desktops, laptops, printers, mobile devices, and other peripherals. Troubleshoot OS, application, and network-related issues (Windows/Mac environments). Install, configure, and update software and hardware as required. Support Microsoft 365 applications, Active Directory, and other enterprise tools. Handle user account setups, password resets, and permission/access issues. Collaborate with other IT teams or vendors to resolve complex incidents. Document all support activities in the ticketing system and follow escalation procedures. Requirements: Proven experience in Tier 2 desktop or end-user support roles. Strong knowledge of Windows 10/11, MS Office 365, and standard IT tools. Familiarity with ITSM platforms like ServiceNow or similar. Good understanding of networking basics (TCP/IP, DNS, DHCP). Excellent communication and customer service skills. Ability to work independently and manage multiple support requests.
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Job Description
Freelance || Backfill Support Key Responsibilities: Respond to and resolve Tier 2 support requests escalated from Tier 1. Provide hands-on support for desktops, laptops, printers, mobile devices, and other peripherals. Troubleshoot OS, application, and network-related issues (Windows/Mac environments). Install, configure, and update software and hardware as required. Support Microsoft 365 applications, Active Directory, and other enterprise tools. Handle user account setups, password resets, and permission/access issues. Collaborate with other IT teams or vendors to resolve complex incidents. Document all support activities in the ticketing system and follow escalation procedures. Requirements: Proven experience in Tier 2 desktop or end-user support roles. Strong knowledge of Windows 10/11, MS Office 365, and standard IT tools. Familiarity with ITSM platforms like ServiceNow or similar. Good understanding of networking basics (TCP/IP, DNS, DHCP). Excellent communication and customer service skills. Ability to work independently and manage multiple support requests.
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