Desktop Support Specialist

We are seeking a customer-focused and technically capable Sr. Walkup Desk Support Technician to provide hands-on IT support to airport employees. This position serves as a primary point of contact for employees who need assistance with computer equipment, mobile devices, software, and other technology-related issues.   The ideal candidate is professional, approachable, patient, and able to troubleshoot technical problems efficiently while delivering an excellent customer experience. This role requires strong communication skills, attention to detail, and the ability to manage multiple support requests in a fast-paced environment.

Required Experience (5+ years):

• Experience providing desktop support, help desk support, or hands-on IT troubleshooting.  
• Experience troubleshooting laptops, desktops, printers, mobile devices, and related peripherals.   

• Experience supporting Windows 11 and Microsoft 365 applications.  
• Experience with Apple devices, including iPads and macOS computers.  
• Experience with enterprise IT ticketing systems, ServiceNow, Active Directory, Intune, or SCCM.  
• Experience with computer imaging, device provisioning, hardware refreshes, and asset management.  
• Experience managing loaner equipment or maintaining IT inventory.  
• Experience working in a corporate, enterprise, or large-scale IT support environment.      
• Experience demonstrating strong customer service and communication skills.  
• Experience explaining technical information clearly to users with varying levels of technical knowledge.  
• Experience demonstrating strong organizational skills and the ability to manage multiple requests and changing priorities.  
• Experience working independently while collaborating effectively with a technical support team.  
• Experience documenting work accurately and follow established processes.

Responsibilities:

• Provide in-person technical support to employees visiting the Walkup Desk.  
• Troubleshoot and resolve hardware, software, operating system, and connectivity issues involving Windows computers, Apple devices, iPads, printers, and related peripherals.
• Assist with computer setup, device configuration, software installation, imaging, and equipment deployment.  
• Support device refresh programs, including computer and iPad replacements, data migration, and end-user setup.  
• Manage the loaner device inventory, including laptops, iPads, badge scanners, mobile hotspots, and other peripherals. Track checkouts and returns, maintain accurate inventory records, and ensure equipment is available and ready for use.  
• Diagnose technical issues, document troubleshooting steps, and create or update service tickets as needed.  
• Determine when issues require escalation to Deskside Support or other IT teams and coordinate follow-up.  
• Maintain accurate records of equipment issued, returned, replaced, or serviced.  
• Provide clear instructions and basic technical guidance to help employees use their devices effectively.  
• Maintain an organized Walkup Desk and ensure equipment is handled and tracked according to established procedures.  
• Follow IT security policies, asset management standards, and departmental procedures.  
• Assist with special projects, technology deployments, and other support activities as assigned.