Desktop Support Specialist

Position Overview

The Desktop Support Specialist (Band 4) role in Baltimore, MD is a Fulltime position responsible for providing comprehensive on-site and remote technical support, managing user deployments, maintaining IT assets, ensuring documentation and compliance, and delivering excellent customer service.

Key Responsibilities

• Technical Support
  • Provide on-site and remote desktop support for hardware (PCs, laptops, printers, scanners, mobile devices) and standard software (Windows OS, MS Office, browsers, etc.).
  • Respond to and resolve incidents and service requests in accordance with agreed SLAs.
  • Troubleshoot and resolve technical issues related to desktop systems, peripherals, network connectivity, and user access rights.
  • Escalate unresolved or complex issues to appropriate 2nd/3rd line support or external vendors.
• User Management & Deployment
  • Set up, configure, and deploy desktop/laptop systems and mobile devices for new and existing users.
  • Manage user accounts, permissions, and profiles using Active Directory and other tools.
  • Install and configure approved software applications and updates.
  • Support office moves, equipment relocation, and desk setups as required.
• Asset & Inventory Management
  • Maintain accurate records of IT assets, including desktops, laptops, and peripheral devices.
  • Assist with the lifecycle management of IT equipment including disposal and replacement of outdated hardware.
• Documentation & Compliance
  • Maintain accurate documentation of procedures, fixes, and user support guides.
  • Ensure compliance with Trust/NHS security and information governance standards.
  • Report any potential security risks or incidents as per organisational policy.
• Customer Service & Communication
  • Deliver a high standard of customer service at all times.
  • Provide guidance and training to end users on the effective use of IT equipment and software.
  • Communicate effectively with both technical and non-technical staff.