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Desktop Support Specialist
Information Technology
The Desktop Support Specialist is responsible for providing day-to-day desktop and technical support services to ensure smooth IT operations across the Academy. This role supports a wide range of users and technology assets and plays a critical role in maintaining a positive end-user experience.
Responsibilities
- Maintain accurate IT asset inventory and assist with the acquisition, deployment, support, and retirement of hardware and software in alignment with established IT lifecycle management practices.
- Provide hands-on support for IT assets including computers, monitors, phones, mobile devices, tablets, printers, and related equipment.
- Deliver high-quality, customer-focused technical support to users at all levels of the organization, including staff, members, vendors, and partners.
- Perform all tasks in compliance with established IT policies, procedures, and standards.
- Manage service requests throughout their lifecycle, ensuring thorough documentation, timely resolution, and appropriate escalation when required.
- Effectively prioritize and multitask across multiple assignments and support tickets to meet service-level expectations.
- Diagnose and resolve issues related to hardware, software, networks, and printers.
- Provide audio/visual setup and troubleshooting support as needed.
- Participate in on-call and after-hours support rotations for urgent or critical issues.
- Continuously learn and adapt to new systems, tools, business processes, and technologies.
- Perform additional duties as assigned by IT Management.
Qualifications
- Minimum of 3 years of experience installing, troubleshooting, and maintaining hardware and software systems, including upgrades and deployments.
- Strong customer service orientation with the ability to interact effectively with both technical and non-technical users.
- Excellent verbal and written communication skills, with strong interpersonal abilities and a positive, professional attitude.
- Ability to quickly learn and support new systems, even with limited documentation.
- Proficient knowledge of Windows and macOS operating systems.
- Proven ability to think creatively, conduct independent research, and develop solutions to complex technical problems.
- Comfortable working with executives, staff, and vendors with varying levels of technical expertise.
- Ability to manage stress professionally in a fast-paced support environment.
- Strong team player who supports departmental decisions, policies, and procedures.
- Ability to create, maintain, and update technical documentation and user guides.
- A+, MSDT, or Help Desk-related certifications are preferred.
- Ability to lift, carry, push, or pull up to 40 pounds.
All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance.
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